RID 2.25.7 - MBTA Language Access Plan.pdf

Massachusetts Department of Transportation & Massachusetts Bay Transportation

Authority Language Access Plan for Massachusetts Executive Order #615

RID 2.25.7

Table of Contents

Introduction

Purpose

Policy and Applicability

Public Interactions

Statewide Language Demographics

Language Access Resources:

Division-Specific Language Access Plans and Existing Multilingual Materials

Translating Documents and Real-Time Interpretation

Language Supports in General Agency Communications and Interactions

Web Content

Multilingual Staff

Staff Volunteers

Staff Training

Monitoring

Language Access Plan Reference Guide

Appendices

Appendix A: MBTA I Speak Cards

Appendix B: Language Access Plan Reference Guide

MassDOT & MBTA Language Access Plan for Massachusetts Executive Order #615

Introduction

The Massachusetts Department of Transportation (MassDOT) and the Massachusetts Bay Transportation Authority (MBTA) have developed this Language Access Plan (LAP) outlining ongoing efforts taken to provide language services to Limited English Proficiency (LEP) constituents. This LAP also details the reasonable steps we take to ensure meaningful access to programs, services, activities, and materials for our LEP constituents.

MassDOT and MBTA will review and update this LAP at least every three years, as needed to ensure continued responsiveness to community needs. MassDOT and MBTA serve a diverse population of various ages and linguistic origins. Individuals with limited English proficiency may prefer to interact with MassDOT and the MBTA is a language other English to ensure that they are successful in accessing the agency’s programs, services, and activities.

Purpose

The purpose of this plan is to ensure meaningful access to services, programs, activities, and materials for all LEP constituents. MassDOT and MBTA are committed to making services available to LEP persons as part of their mission(s). Based on this commitment, reasonable steps are taken to assist LEP constituents in accessing agency services.

This LAP shall be fully implemented, subject to the availability of requisite fiscal resources. It represents the commitment to ensuring that reasonable steps are taken to provide meaningful access to MassDOT and MBTA programs, services, and activities to all residents of Massachusetts and all those individuals served. For staff, this plan centralizes resources, training, and the agency’s multilingual content and publications, while outlining the minimum standard of access to the agency for LEP constituents.

This LAP does not create new services; rather it strives to eliminate barriers for LEP constituents accessing existing services and ensure that all staff can assist LEP constituents in accessing those resources. MassDOT and MBTA will provide language assistance to LEP constituents in a reasonable and timely manner, providing meaningful access to agency services.

This plan is structured to provide:

• A statewide profile of limited English proficient demographics;

• Language access resources available to staff;

• Guidelines for procuring language access services, including American Sign

Language (ASL); and

• Description of trainings and technical assistance available to staff regarding language access resources.

The objectives of this plan and the resources it details are to:

• Improve access to and effectiveness of state services, programs and activities for non-English speakers and LEP persons;

• Reduce the risk of disparities and delays in the provision of services/programs to eligible LEP speakers; and

• Streamline training and resources for staff to increase effectiveness and public satisfaction.

Policy and Applicability

It is MassDOT and MBTA policy to take reasonable steps to provide meaningful access to programs and services to persons who are limited in English proficiency. This policy applies to all offices within MassDOT and the MBTA.

Role MassDOT’s agency-wide mission is to deliver excellent customer service to people traveling in the Commonwealth by providing transportation infrastructure which is safe, reliable, robust and resilient. MassDOT works to provide a transportation system which can strengthen the state’s economy and improve the quality of life for all.

MassDOT Divisions

Highway Division The Highway Division is responsible for the design, construction, operation, and maintenance of the state highways and bridges in the commonwealth. The Division is responsible for overseeing traffic safety and engineering activities, including those of the Highway Operations Control Center, to ensure safe road and travel conditions.

Rail and Transit Division The MassDOT Rail and Transit Division oversees the Commonwealth's 15 Regional Transit Authorities, MassDOT's freight and passenger rail program, and works closely with the MBTA.

The Community Transit Programs Unit manages all Federal Transit Administration (FTA) and state funding programs for the 15 regional transit authorities and nearly 200 public nonprofit agencies that provide public transportation service across the commonwealth. This unit manages the capital and operations funding programs that deliver fixed-route, paratransit, and community transit services for over 30 million annual customers.

The Division’s Rail Unit manages the state’s 300 miles of state-owned railroad properties with their operating railroads and manages the administrative program required by M.G.L. 40/54A and M.G.L. 161(d) that protects railroad corridors. The Unit also provides policy and technical assistance for major rail and freight initiatives, including high-speed and intercity rail, major corridor acquisition, and freight access programs.

Aeronautics Division The Aeronautics Division has jurisdiction over the commonwealth's public-use airports, private-use landing areas, and seaplane bases. It is responsible for overseeing the statewide airport system, which encompasses 37 public-use general-aviation airports. The Aeronautics Division’s responsibilities also include fostering airport development, enhancing aviation safety, conducting aircraft accident investigation, maintaining navigational aids, performing statewide aviation planning, licensing of airport managers, conducting annual airport inspections, and enforcing airport security regulations.

Registry of Motor Vehicles The Registry of Motor Vehicles Division is responsible for administering the motor vehicle laws of the Commonwealth related to the issuance of identification cards, driver’s licenses, and motor vehicle registrations and titles, as well as those related to the inspection of vehicles, including buses. The Registry oversees commercial-vehicle and noncommercial-vehicle inspection stations.

The Massachusetts Bay Transportation Authority The MBTA is the country’s 5th-largest transit agency and also the largest transit system in Massachusetts. As a division of MassDOT, the MBTA provides subway, bus, commuter rail, ferry, and paratransit service to eastern Massachusetts and parts of Rhode Island. The MBTA is committed to providing a safe, reliable, and accessible transportation system for Massachusetts.

Office of Diversity and Civil Rights The MassDOT & MBTA Office of Diversity and Civil Rights (ODCR) is responsible for ensuring agency compliance with civil rights obligations. ODCR also ensures that MassDOT and the MBTA meet obligations and commitments on equal opportunity and affirmative action in employment and contracting within programs, services, and activities.

Language Access Coordinator MassDOT and MBTA have designated the Chief of Staff in the Office of Diversity and Civil Rights, as the Language Access Coordinator (LAC). The LAC is the primary contact for language access related inquires and correspondence regarding this plan. Developing, implementing, and managing MassDOT and MBTA’s language access activities is delegated to appropriate staff.

Contact Information The MassDOT/MBTA Language Access Coordinator or designee is available to respond to requests for services, to provide technical assistance and training, and other general inquiries regarding this plan.

MassDOT/MBTA Language Access Coordinator Office of Diversity & Civil Rights MassDOT / MBTA 10 Park Plaza, Suite 3800 Boston, MA 02116 Phone: 857-368-8580 Email: MassDOT.CivilRights@dot.state.ma.us

Complaints ODCR investigates complaints alleging noncompliance of MassDOT’s and MBTA’s nondiscrimination obligations, including language access. More information can be found at the links provided below:

• MassDOT Discrimination Complaints1

• MBTA Discrimination Complaints2

Public Interactions

MassDOT and MBTA’s primary interactions with the public focus on providing transportation related services. This includes managing transportation networks, completing transportation-related construction projects, and providing direct services such as licensing and vehicle registration transactions. To support these primary interactions, MassDOT and the MBTA also engage with the public through public meetings and seeking public input on agency activities and plans. Each division’s service area is unique and language access strategies are tailored, where appropriate, to meet the needs of those served.

For additional details regarding public engagement strategies and opportunities at MassDOT and the MBTA, the following resources are available:

• MBTA Public Engagement Plan3

• MassDOT Public Participation Plan4

1 https://www.mass.gov/how-to/how-to-file-a-transportation-related-discrimination-complaint 2 https://www.mbta.com/policies/file-discrimination-complaint 3 https://www.mbta.com/policies/public-engagement 4 https://www.mass.gov/info-details/massdot-title-vi-public-participation-plan mailto:MassDOT.CivilRights@dot.state.ma.us https://www.mass.gov/how-to/how-to-file-a-transportation-related-discrimination-complaint https://www.mbta.com/policies/file-discrimination-complaint https://www.mbta.com/policies/public-engagement https://www.mass.gov/info-details/massdot-title-vi-public-participation-plan

Statewide Language Demographics

MassDOT and the MBTA monitor U.S. Census and American Community Survey datasets to maintain a statewide language demographics profile. This data, along with direct outreach and interactions with LEP individuals and communities, informs agency language access strategies and resources.

The 2016-2020 American Community Survey (ACS) 5% Public Use Microdata Sample (PUMS) dataset allows the language spoken at home (for all languages) to be cross-tabulated with LEP status. The US Census tables “Language Spoken at Home” and “Ability to Speak English for the Population 5 Years and Over” were used to estimate the number of LEP people for Public Use Microdata Areas (PUMAs) within Massachusetts. To calculate the number of people with limited English proficiency, the counts of people who self-reported to speak English less than “very well” were summed. The total, including all languages, is 610,126 people, or approximately 8.9 percent of the total population above the age of five. The LEP populations meeting the U.S. DOT definition of LEP “safe harbor” thresholds statewide (5% or 1,000 individuals, whichever is less), from this dataset, are shown in Table 1.

Table 1 LEP Populations by Language

Language 2020 LEP Speakers Percentage of Total Population

Percentage of LEP Population

Spanish 250,959 3.60% 41.100%

Portuguese 79,127 1.10% 13.000%

Chinese 68,464 1.00% 11.200%

Haitian Creole 39,116 0.60% 6.400%

Vietnamese 25,698 0.40% 4.200%

Russian 16,286 0.24% 2.670%

Arabic 12,705 0.18% 2.080%

Khmer 10,995 0.16% 1.800%

French 9,113 0.13% 1.490%

Italian 7,213 0.10% 1.180%

Kabuverdianu 7,122 0.10% 1.170%

Korean 5,805 0.08% 0.950%

Greek 5,558 0.08% 0.910%

Hindi 5,281 0.08% 0.870%

Polish 5,149 0.07% 0.840%

Albanian 4,839 0.07% 0.790%

Albanian 4,839 0.07% 0.790%

Gujarati 4,318 0.06% 0.710%

Japanese 3,374 0.05% 0.550%

Nepali 3,223 0.05% 0.530%

Bengali 2,196 0.03% 0.360%

Farsi 2,196 0.03% 0.360%

Albanian 4,839 0.07% 0.790%

Gujarati 4,318 0.06% 0.710%

Japanese 3,374 0.05% 0.550%

Nepali 3,223 0.05% 0.530%

Bengali 2,196 0.03% 0.360%

Farsi 2,196 0.03% 0.360%

Akan (including Twi) 1,981 0.03% 0.320%

Turkish 1,970 0.03% 0.320%

Urdu 1,758 0.03% 0.290%

Punjabi 1,672 0.02% 0.270%

Thai 1,570 0.02% 0.260%

Tagalog 1,556 0.02% 0.260%

Armenian 1,552 0.02% 0.250%

Somali 1,522 0.02% 0.250%

Telugu 1,502 0.02% 0.250%

Tamil 1,417 0.02% 0.230%

German 1,341 0.02% 0.220%

Swahili 1,284 0.02% 0.210%

Amharic 1,205 0.02% 0.200%

Lao 1,186 0.02% 0.190%

Ukrainian 1,133 0.02% 0.190%

MassDOT and MBTA mapped this language data to provide a geographic representation of where concentrations of people with limited English proficiency live and to show the languages spoken at home in those areas. To identify locations containing large concentrations of people with limited English proficiency, PUMAs were selected that had an overall LEP population larger than five percent of the total population and where any of the top five language groups comprised more than 25 percent of the PUMA’s LEP population, or more than 1,000 persons. Figure 1 shows the concentration of people with limited English proficiency by PUMA, regardless of the language spoken at home. Figures 2 through 6 show the concentrations of people with limited English proficiency whose primary language is one of the top five language groups. Figure 7 shows the concentration of populations speaking languages other than the five most common languages.

Language Access Resources:

Division-Specific Language Access Plans and Existing Multilingual Materials The programs, services, and activities provided by MassDOT and the MBTA vary by division.

While this LAP provides summary details of overall language access strategies and resources, MassDOT and the MBTA also maintain division-specific Language Access Plans and existing multilingual materials. Specifics can be found here:

MBTA Language Access Plans and Resources

• Language Access Plan5

• Language Services Website6

• How to Ride the MBTA Flyer7

• Discrimination Complaint Process and Forms8

• Public Nondiscrimination Notice9

• Public Engagement Plan10

• Title VI Program11

MassDOT Language Access Plans and Resources

• RMV Translated Documents Database12

• RMV WFMA FAQs13

• RMV WFMA Videos14

• Discrimination Complaint Process and Forms15

• Public Nondiscrimination Notice16

• Highway Division Language Access Plan17

• Public Participation Plan18

• Highway Division Title VI Program19

5 https://cdn.mbta.com/sites/default/files/2023-11/2023-11-14-mbta-title-VI-program.pdf#page=407 6 https://www.mbta.com/language-services 7 https://www.mbta.com/about/how-to-ride-the-mbta-the-basics 8 https://www.mbta.com/policies/file-discrimination-complaint 9 https://www.mbta.com/policies/title-vi 10 https://www.mbta.com/policies/public-engagement 11 https://www.mbta.com/policies/title-vi 12 https://www.mass.gov/lists/rmv-translated-documents 13 https://www.mass.gov/info-details/work-and-family-mobility-act-faqs 14 https://www.youtube.com/watch?v=IaJDZA_-O-k&list=PLzBxrvXzs-5FsSLOo6jtg4KkU8SxJ1V4z 15 https://www.mass.gov/how-to/how-to-file-a-transportation-related-discrimination-complaint 16 https://www.mass.gov/info-details/title-vi-rights-and-protections 17 https://www.mass.gov/doc/massdot-highway-division-title-vi-implementation-plan/download#page=82 18 https://www.mass.gov/info-details/massdot-title-vi-public-participation-plan 19 https://www.mass.gov/info-details/massachusetts-highway-division-title-vi-compliance-program https://cdn.mbta.com/sites/default/files/2023-11/2023-11-14-mbta-title-VI-program.pdf#page=407 https://www.mbta.com/language-services https://www.mbta.com/about/how-to-ride-the-mbta-the-basics https://www.mbta.com/policies/file-discrimination-complaint https://www.mbta.com/policies/title-vi https://www.mbta.com/policies/public-engagement https://www.mbta.com/policies/title-vi https://www.mass.gov/lists/rmv-translated-documents https://www.mass.gov/info-details/work-and-family-mobility-act-faqs https://www.youtube.com/watch?v=IaJDZA_-O-k&list=PLzBxrvXzs-5FsSLOo6jtg4KkU8SxJ1V4z https://www.mass.gov/how-to/how-to-file-a-transportation-related-discrimination-complaint https://www.mass.gov/info-details/title-vi-rights-and-protections https://www.mass.gov/doc/massdot-highway-division-title-vi-implementation-plan/download#page=82 https://www.mass.gov/info-details/massdot-title-vi-public-participation-plan https://www.mass.gov/info-details/massachusetts-highway-division-title-vi-compliance-program https://cdn.mbta.com/sites/default/files/2023-11/2023-11-14-mbta-title-VI-program.pdf#page=407 https://www.mbta.com/language-services https://www.mbta.com/about/how-to-ride-the-mbta-the-basics https://www.mbta.com/policies/file-discrimination-complaint https://www.mbta.com/policies/title-vi https://www.mbta.com/policies/public-engagement https://www.mbta.com/policies/title-vi https://www.mass.gov/lists/rmv-translated-documents https://www.mass.gov/info-details/work-and-family-mobility-act-faqs https://www.youtube.com/watch?v=IaJDZA_-O-k&list=PLzBxrvXzs-5FsSLOo6jtg4KkU8SxJ1V4z https://www.mass.gov/how-to/how-to-file-a-transportation-related-discrimination-complaint https://www.mass.gov/info-details/title-vi-rights-and-protections https://www.mass.gov/doc/massdot-highway-division-title-vi-implementation-plan/download#page=82 https://www.mass.gov/info-details/massdot-title-vi-public-participation-plan https://www.mass.gov/info-details/massachusetts-highway-division-title-vi-compliance-program

• Rail & Transit Division Title VI Program20

Translating Documents and Real-Time Interpretation MassDOT and the MBTA are committed to disseminating vital documents in the five most spoken languages in the Commonwealth: English, Spanish, Portuguese, Haitian Creole, and Chinese (Simplified or Traditional). When reaching out to specific communities in the Commonwealth, staff should ensure that critical details are available in the languages prevalent in each community reached and/or impacted by the underlying issue. There are a variety of strategies MassDOT and MBTA use to communicate such details including document translation, providing translated summaries, conveying information through multilingual videos, communicating through third-party interpreters, etc. This plan provides basic details on these different strategies and/or documents how they are currently being used and staff are encouraged to reach out to the Office of Diversity & Civil Rights (MassDOT.CivilRights@dot.state.ma.us or 857-368-8580) with any questions or requests for technical assistance regarding language access matters.

MassDOT and MBTA regularly provide project-specific materials in multiple languages. For example, public announcements concerning an upcoming meeting regarding a construction project may be provided in the languages found in the impacted communities. For example, when MassDOT’s Office of Transportation Planning announced public meetings to solicit feedback on the draft Long Range Transportation Plan21, the outreach materials were disseminated in the top 8 languages statewide and outreach was conducted to include individuals and organizations that represented the state’s limited English proficient populations.

MassDOT and the MBTA also provide real-time interpretation services when necessary to support customer transactions and communicate vital information. These interpretation activities include foreign language as well as sign-language services and supports.

MassDOT and MBTA’s civil rights staff advise project teams on appropriate multilingual document development and dissemination strategies and interpretation strategies tailored to each project location, type, and need. To request recommendations appropriate for your project, please contact the Office of Diversity & Civil Rights (ODCR) at MassDOT.CivilRights@dot.state.ma.us or 857-368-8580.

20 https://www.mass.gov/info-details/massachusetts-rail-transit-division-title-vi-compliance-program 21 https://www.mass.gov/event/beyond-mobility-virtual-public-meeting-2022-10-20t180000-0400-2022-10- 20t200000-0400 https://www.mass.gov/info-details/massachusetts-rail-transit-division-title-vi-compliance-program mailto:MassDOT.CivilRights@dot.state.ma.us https://www.mass.gov/event/beyond-mobility-virtual-public-meeting-2022-10-20t180000-0400-2022-10-20t200000-0400 https://www.mass.gov/event/beyond-mobility-virtual-public-meeting-2022-10-20t180000-0400-2022-10-20t200000-0400 mailto:MassDOT.CivilRights@dot.state.ma.us https://www.mass.gov/info-details/massachusetts-rail-transit-division-title-vi-compliance-program https://www.mass.gov/event/beyond-mobility-virtual-public-meeting-2022-10-20t180000-0400-2022-10-20t200000-0400 https://www.mass.gov/event/beyond-mobility-virtual-public-meeting-2022-10-20t180000-0400-2022-10-20t200000-0400

MassDOT and MBTA staff are provided with the following instruction document regarding procuring language services, including foreign language translation and interpretation, sign language interpretation, and other language access or disability related accommodations.

Language Supports in General Agency Communications and Interactions To provide individuals with notice of the availability of language assistance, the generic babel below can be included with initial correspondence, and as necessary thereafter.

In addition, MassDOT and the MBTA provide the following general instructions regarding how the public can request language access assistance when receiving agency correspondence.

Language Instruction prompt English If this information is needed in another language, please contact the MassDOT Title VI Specialist at 857- 368-8580.

Spanish Si necesita esta información en otro idioma, por favor contacte al especialista de MassDOT del Título VI al 857-368-8580.

Portuguese Caso esta informação seja necessária em outro idioma, favor contar o Especialista em Título VI do MassDOT pelo telefone 857-368-8580.

Chinese Simplified (mainland & Singapore)

如果需要使用其它语言了解信息，请联系马萨诸塞州 交通部（MassDOT）《民权法案》第六章专员，电话 857-368-8580。

Chinese Traditional (Hong Kong & Taiwan)

如果需要使用其它語言了解信息，請聯繫馬薩諸塞州 交通部（MassDOT）《民權法案》第六章專員，電話 857-368-8580。

Russian Если Вам необходима данная информация на любом другом языке, пожалуйста, свяжитесь со cпециалистом по Титулу VI Департамента

Транспорта штата Массачусетс (MassDOT) по тел:

857-368-8580.

Haitian Creole Si yon moun vle genyen enfòmasyon sa yo nan yon lòt lang, tanpri kontakte Espesyalis MassDOT Title VI la nan nimewo 857-368-8580.

Vietnamese Nếu quý vị cần thông tin này bằng tiếng khác, vui lòng liên hệ Chuyên viên Luật VI của MassDOT theo số điện thoại 857-368-8580.

French Si vous avez besoin d'obtenir une copie de la présente dans une autre langue, veuillez contacter le spécialiste du Titre VI de MassDOT en composant le 857-368-8580.

Italian Se ha bisogno di ricevere queste informazioni in un’altra lingua si prega di contattare lo Specialista MassDOT del Titolo VI al numero 857-368-8580.

Khmer ្របសិនេបើេលាក-អ្នក្រត�វការបកែ្របព័ត៌មានេនះ សូមទាក់ទកអ្នកឯកេទសេលើជំពូកទី6

របស់MassDot តាមរយៈេលខទូរស័ព្ទ 857-368-8580

Arabic 857-368-8580 یرُجى أخرى، بلغة المعلومات ھذه إلى بحاجة كنت إن الھاتف على السادسة الفقرة بأخصائي الاتصال

MBTA staff are provided with “I Speak Cards” in order to assist in the identification of preferred languages among customers who are limited English proficient. Once a language is identified, staff are able to secure the appropriate language services from among the vendors provided in Sections 2 above. Employees can access copies of these cards in Appendix A.

Telephone/Remote Real-Time Interpretation

MassDOT and the MBTA have integrated over-the-phone interpretation services across the agency. The vendors that MassDOT and the MBTA work with can provide real-time interpretation in hundreds of languages in a timely manner. This is useful not only across the agency’s numerous customer call centers, but also as a means of effectively responding to language access needs as encountered with customers at in-person service facilities.

Because there are differences in the types and manner of public services provided by each MassDOT division, including the MBTA, telephone/remote real-time interpretation resources have been tailored to be most effective. For example, those divisions that have direct contact with the public and provide direct services on a continual basis during operating hours (such as the MBTA and the RMV) have standalone contracts with telephone/remote real time interpretation vendors to ensure this resource is always available whenever a customer need arises. The specific resources that each division relies upon are as follows:

MassDOT and MBTA Telephone/Remote Real-Time Interpretation Resources, by Division

Division Primary Resource Secondary Resource MBTA Standalone Contract with Language

Line22 Language Services Contract

PRF7523

RMV Standalone Contract with Baystate Interpreters24

Language Services Contract

PRF7523

Highway Language Services Contract PRF7523 UMass Translation Center25 Rail & Transit Language Services Contract PRF7523 UMass Translation Center25 Aeronautics Language Services Contract PRF7523 UMass Translation Center25

Alternative Option If you are unable to secure the necessary language services through the primary or secondary resources listed here, please contact the Language Access Coordinator for assistance with alternatives.

Language Access Coordinator Office of Diversity & Civil Rights MassDOT / MBTA 10 Park Plaza, Suite 3800 Boston, MA 02116 Phone: 857-368-8580 Email: MassDOT.CivilRights@dot.state.ma.us

MassDOT and the MBTA notify staff of the availability of these services and train them accordingly. Staff are provided with instruction guides to follow for securing these services.

For example, RMV staff have access to over-the-phone interpreters from vendor Baystate Interpreters which provides the follow quick reference instruction guide for all staff to follow when securing such services for customers.

Need an Interpreter?

Follow the simple instructions below to reach an interpreter

24 hours a day, 7 days a week, 365 days a year

1. Dial (xxx) xxx-xxxx

2. When the operator answers, tell them:

3. Your customer code is xxx-xxxx

22 https://470255.fs1.hubspotusercontent-na1.net/hubfs/470255/LL-2023/PDFs/US/LLS- Government_Brochure.pdf 23 https://www.mass.gov/doc/prf75/download 24 https://www.baystateinterpreters.com/Default.aspx 25 https://www.umass.edu/translation/ https://470255.fs1.hubspotusercontent-na1.net/hubfs/470255/LL-2023/PDFs/US/LLS-Government_Brochure.pdf https://470255.fs1.hubspotusercontent-na1.net/hubfs/470255/LL-2023/PDFs/US/LLS-Government_Brochure.pdf https://www.mass.gov/doc/prf75/download https://www.baystateinterpreters.com/Default.aspx https://www.baystateinterpreters.com/Default.aspx https://www.mass.gov/doc/prf75/download https://www.mass.gov/doc/prf75/download https://www.umass.edu/translation/ https://www.mass.gov/doc/prf75/download https://www.umass.edu/translation/ https://www.mass.gov/doc/prf75/download https://www.umass.edu/translation/ mailto:MassDOT.CivilRights@dot.state.ma.us https://www.umass.edu/translation/

4. Pin # xxxxx

5. Your Full name.

6. The language for which you need an interpreter

(Let the operator know if you need assistance identifying the language)

7. Let the operator know if you would like to connect to multiple parties.

(Call a customer at home, for example)

8. Once the operator enters all information into the system, They will connect you with an interpreter promptly

Recommendations for Effectively Using the Services of an Over-the-Phone Interpreter For Outbound Calls:

• If you need to call a Limited English Proficient (LEP) party at home or need a third-party dial-out to include an additional party, please first inform the Baystate Customer Service Representative (CSR) before the interpreter is connected.

• Once the interpreter is connected, you may tell the interpreter who to ask for (the LEP’s name)

• At this time, you may also tell the interpreter how to proceed if the call goes to an answering machine and what message to leave, if desired.

For Inbound Calls:

• Explain to the LEP that all information is confidential and encourage questions.

• Speak clearly.

• Smile and be kind; this helps the LEP feel more comfortable.

• If face-to-face and multiple people are in the room, speak to one at a time.

• Short sentences are easiest to interpret.

• Speak freely; all Baystate interpreters are sworn to confidentiality and the Interpreter’s

Code of Professional Ethics.

• Encourage the interpreter to clarify terms with you if necessary.

For assistance with securing the services of over-the-phone interpreters, please contact the Office of Diversity & Civil Rights (ODCR) at MassDOT.CivilRights@dot.state.ma.us or 857-368-8580.

Web Content

MassDOT and the MBTA acknowledge the critical role that agency webpages play in communicating with and providing services to the public. While not all customers rely on the website, it is a critical interface for many. It is the policy of MassDOT and the MBTA to provide mailto:MassDOT.CivilRights@dot.state.ma.us vital documents in the top languages on the website. For example, MassDOT’s Registry of Motor Vehicles maintains translated versions of agency documents and forms26.

In order to produce multilingual versions of vital web content, MassDOT and the MBTA rely on the services of professional translation vendors. This helps ensure accuracy of the content that is posted. While this professionally generated content typically includes the top languages among customers, MassDOT and the MBTA have also integrated machine translation into the website to provide an additional tool to facilitate language access.

Machine translation is limited in its accuracy and effectiveness, so it is not relied on as a primary means of communicating with LEP individuals.

To initiate requests for new or updated web content, staff should submit a Digital Services Request27 (for MassDOT) or a Web Content Team Request28 (for MBTA). Content posted to the MassDOT and/or MBTA website must be accessible for individuals with disabilities. For technical assistance regarding creating accessible web contact, please contact the Office of Diversity and Civil Rights (ODCR) at MassDOT.CivilRights@dot.state.ma.us or 857-368-8580.

When developing critical information for dissemination to the public on the MassDOT and/or MBTA website, consistent with this plan, staff should ensure it is provided in the top LEP languages. MassDOT and MBTA civil rights staff is available for consultation to determine, on a project-by-project basis, appropriate language access strategies. For assistance, please contact the Office of Diversity and Civil Rights (ODCR) at MassDOT.CivilRights@dot.state.ma.us or 857-368-8580.

Multilingual Staff

MassDOT and the MBTA are committed to hiring and retaining multilingual staff for all positions, including for public facing staff and at the agency’s call centers. The agency’s human resources departments coordinate with civil rights staff to ensure equal employment opportunity among applicants and employees and support a diverse workforce. Staff have the opportunity to inform ODCR and HR of their multilingual capabilities, which are fostered and developed and can be available to facilitate customer communications in certain instances.

ODCR also seeks input from staff regarding experiences they have encountering and/or overcoming language barriers in the course of their work. This input can help shape this LAP

26 https://www.mass.gov/lists/rmv-translated-documents 27 https://massdot.service-now.com/mymassdot?id=sc_cat_item&sys_id=e402636a0f11720051729bd692050e1b&sysparm_category=d67 c446ec0a80165000335aa37eafbc1 https://form.asana.com/?hash=d045af16e90907762b08e142dc0809e2abf58ecfa5bad4e5ea02caa156496d75&i d=1117064241406883 https://www.mass.gov/lists/rmv-translated-documents https://massdot.service-now.com/mymassdot?id=sc_cat_item&sys_id=e402636a0f11720051729bd692050e1b&sysparm_category=d67c446ec0a80165000335aa37eafbc1 https://massdot.service-now.com/mymassdot?id=sc_cat_item&sys_id=e402636a0f11720051729bd692050e1b&sysparm_category=d67c446ec0a80165000335aa37eafbc1 https://form.asana.com/?hash=d045af16e90907762b08e142dc0809e2abf58ecfa5bad4e5ea02caa156496d75&id=1117064241406883 mailto:MassDOT.CivilRights@dot.state.ma.us mailto:MassDOT.CivilRights@dot.state.ma.us https://www.mass.gov/lists/rmv-translated-documents https://massdot.service-now.com/mymassdot?id=sc_cat_item&sys_id=e402636a0f11720051729bd692050e1b&sysparm_category=d67c446ec0a80165000335aa37eafbc1 https://massdot.service-now.com/mymassdot?id=sc_cat_item&sys_id=e402636a0f11720051729bd692050e1b&sysparm_category=d67c446ec0a80165000335aa37eafbc1 https://massdot.service-now.com/mymassdot?id=sc_cat_item&sys_id=e402636a0f11720051729bd692050e1b&sysparm_category=d67c446ec0a80165000335aa37eafbc1 https://form.asana.com/?hash=d045af16e90907762b08e142dc0809e2abf58ecfa5bad4e5ea02caa156496d75&id=1117064241406883 https://form.asana.com/?hash=d045af16e90907762b08e142dc0809e2abf58ecfa5bad4e5ea02caa156496d75&id=1117064241406883 by clarifying the language demographics profile of agency customers and evaluating the effectiveness of the language access strategies contained herein.

Staff Volunteers

MassDOT and MBTA routinely survey staff to identify in-house multilingual capabilities. Staff can volunteer to provide language access supports on an as-needed basis. Recent examples of how the services of these staff volunteers have been utilized include:

• Confirming the accuracy of written translations provided by vendors, especially in the context of dialect differences;

• Recording phone messages and instruction prompts;

• Providing incidental supports, such as greeting customers.

To request the services of multilingual staff volunteers, please contact the Office of Diversity and Civil Rights (ODCR) at MassDOT.CivilRights@dot.state.ma.us or 857-368-8580.

Roadmap for Language and Accessibility Services

Language Access Services When planning for a public meeting/hearing or other public event or interaction, follow these steps to identify language access needs and to procure necessary services.

1. Incorporate Public Engagement Costs, Including Language Services, into the Project Budget Every project budget should include a line item for public engagement expenses, including paying for document translation and language interpretation services. For projects with multiple partners, such as state agencies, municipalities, consultant firms, etc., it is critical to identify the partner that will be responsible for paying invoices related to public engagement costs and the budget should be built accordingly.

2. Identify Local Language Demographics There are several steps you should take to identify local language needs. This includes:

a. Use the Engage tool29 to locate the project area and identify predominant non- English language populations in the vicinity.

b. Consult with colleagues, especially other project managers that have held public meetings/hearings in your project area, to understand past experiences. This can help you anticipate current language needs.

c. Request input from key stakeholders on their recommendations to ensure language needs are adequately met. Stakeholders such as the local MPO/RPA, 29 https://gis.massdot.state.ma.us/engage/ https://gis.massdot.state.ma.us/engage/ municipal staff in the project area, and local advocates can be surveyed for their input. Note: if you are convening a stakeholder working group, this can be part of the feedback they are asked to provide.

d. Consult with the Office of Diversity and Civil Rights (ODCR) to get additional input and clarification on any specific language needs to consider in your project area. You can email ODCR at MassDOT.CivilRights@dot.state.ma.us.

3. Notify the Public of the Availability of Language Access Services When you publish the public notice for the meeting/hearing, go-live with the project webpage, or update the MassDOT web calendar with upcoming project-related events, include instructions for members of the public to request language access services.

4. Determine Which Language Access Services are Needed Consider these four factors when deciding whether or not language access services are needed at your public event.

a. Did you receive any requests?

If you received a request from the public that certain language supports are needed – such as document translation or an interpreter – you should provide such services.

b. Did the Engage tool show any significant foreign language populations?

If any languages exceed 5% of the project area population or 1,000 people, this is a strong indicator that document translation and interpretation will be needed.

c. Have language services been needed in the past?

When you checked with colleagues that have held meetings in your project area, if they needed to provide language access services in the past, this is a strong indicator that such services will be needed again.

d. Did ODCR recommend providing particular language supports?

If you checked with ODCR and you received a recommendation that certain language services should be provided, you should endeavor to make these services available.

5. Procure Language Access Services There are two primary options for procuring translation and interpretation services.

a. The UMass Translation Center MassDOT is able to contract directly with UMass, another state agency, for incidental (less than $10,000) language access services. Here are the steps to follow:

Step 1 - Contact the UMass Translation Center30, via web, email, or phone, to request a quote for services. Make sure you describe the service that is needed (document translation, virtual interpretation, in-person interpretation), any relevant dates, and the languages you are seeking.

For document translation, provide an editable Word version of the text needing translation.

Step 2 - You should receive a quote within a couple of days. Review the quote for accuracy and ensure the project budget is sufficient to pay for the services.

Step 3 - Respond to UMass with an authorization to proceed.

Step 4 - If you requested document translation, the documents will be emailed to you along with an invoice. If you requested interpretation, an invoice will be submitted following the event.

Step 5 - Pay the invoice from the project budget.

b. The Commonwealth Language Access Contract

Massachusetts maintains a language services contract that all state agencies are eligible to use. For detailed instructions on how to procure services through this contract, please consult the contract user guide31. This user guide will allow you to follow these steps:

Step 1 - Based on the services you need (document translation, virtual interpretation, in-person interpretation), identify the vendors that can provide the necessary services.

Step 2 - Using the contact information in the user guide, request a quote from the qualified vendors. Make sure you describe the service that is needed (document translation, virtual interpretation, in-person interpretation), any relevant dates, and the languages you are seeking.

For document translation, provide an editable Word version of the text needing translation.

Step 3 - Review the quotes to determine which vendors offers the best value.

This can include factors such as cost and schedule.

Step 4 - Follow your department’s process for contracting with vendors to ensure the necessary contract documents are approved.

Step 5 - Notify the vendor when the Notice to Proceed is provided so they can commence work.

Step 6 - You should receive an invoice when the documents are ready or after services have been provided.

30 https://www.umass.edu/translation/ 31 https://www.mass.gov/doc/prf75/download https://www.umass.edu/translation/ https://www.mass.gov/doc/prf75/download https://www.mass.gov/doc/prf75/download

Step 7 - Pay the invoice from the project budget.

ADA Accessibility Reasonable Accommodations MassDOT/MBTA public meetings/hearings, and all other public events, must be accessible to individuals with disabilities. Follow these steps to procure necessary reasonable accommodations.

1. Incorporate Public Engagement Costs, Including Reasonable Accommodations, into the Project Budget Every project budget should include a line item for public engagement expenses, including paying for reasonable accommodations. For projects with multiple partners, such as state agencies, municipalities, consultant firms, etc., it is critical to identify the partner that will be responsible for paying invoices related to public engagement costs and the budget should be built accordingly.

2. Notify the Public of the Availability of Reasonable Accommodations When you publish the public notice for the meeting/hearing, go-live with the project webpage, or update the MassDOT web calendar with upcoming project-related events, include instructions for members of the public to request reasonable accommodations.

3. Determine Which Reasonable Accommodations are Needed Consider these two factors when determining which reasonable accommodations are needed at your public event.

a. Did you receive any requests?

If you received a request from the public for a particular reasonable accommodation, you should coordinate with ODCR on next steps. ODCR will assist with determining which accommodations can be provided and will help facilitate the process. You can reach ODCR at MassDOT.CivilRights@dot.state.ma.us.

b. Even without a specific request, make sure that Sign Language and Captioning is available.

In order to maximize the accessibility of public meetings/hearings and other such events, services such as American Sign Language (ASL) and real time captioning (CART) should be provided. Note: CART services provided by a professional are preferred. If CART services are unavailable and auto-captions will be provided through the Zoom platform, ensure that participants are aware of this limitation.

4. Procure Reasonable Accommodations There are two primary resources for procuring reasonable accommodations.

a. The Massachusetts Commission for the Deaf and Hard of Hearing (MCDHH) MCDHH provides ASL and CART services.

Step 1 - Submit a request via the online request form32.

Step 2 - MCDHH will confirm they have received the request with an automated email.

Step 3 - Once MCDHH determines whether service providers are available, you will receive an email either confirming availability or informing you that no one was available.

Step 4 - If MCDHH is able to provide the necessary services, you will receive contact information for the service providers. Make sure you send them the meeting/hearing details (including Zoom session links, meeting agenda, project description, and any relevant terms/acronyms that will be featured heavily in the presentation).

Step 4a - If MCDHH is unable to provide the necessary services, contact ODCR to determine if alternatives are available. You can reach ODCR at MassDOT.CivilRights@dot.state.ma.us

Step 5 - You should receive an invoice shortly after the services have been provided.

Step 6 - Pay the invoice from the project budget.

5. The Office of Diversity and Civil Rights (ODCR) To process requests for reasonable accommodations other than ASL and CART, you should reach out to ODCR for technical assistance and guidance. You can reach ODCR at MassDOT.CivilRights@dot.state.ma.us.

Staff Training

Training programs are available to staff to assist in further developing their ability to effectively communicate with LEP populations. These programs have ranged from multilingual communication skills, computer skills trainings in Spanish, and conducting inclusive outreach to reach LEP populations. Staff that are interested in receiving more information on training, can contact:

32 https://www.mcdhh.net/request/ https://www.mcdhh.net/request/ mailto:MassDOT.CivilRights@dot.state.ma.us https://www.mcdhh.net/request/

• Human Resources Training Unit:

MassDOTLearning@dot.state.ma.us

• Office of Diversity and Civil Rights:

MassDOT.CivilRights@dot.state.ma.us

Additionally, training on this LAP is provided to MassDOT and MBTA staff whose primary duties include direct interactions with the general public. Staff is trained to work effectively with LEP constituents and language service vendors. The MassDOT and MBTA Language Access Plan is also:

• Posted internally for all employees;

• Incorporated into the orientation for new employees;

• Presented to management so they are fully aware of and understand the LAP, in order to reinforce the plan’s importance and ensure its implementation by staff.

Monitoring

MassDOT and the MBTA review and update this and division-specific Language Access Plan at least every three years or more frequently, as needed. This is consistent with related triennial reporting obligations and provides opportunities to update underlying demographic data in the statewide language demographics profile to track population changes and needs. In addition to data updates, the review and update process assess:

• Whether there have been any significant changes in the composition or language needs of the population served;

• Whether the staff knows and understands the LAP document, and is comfortable using the services described within;

• Whether additional documents require translation;

• Identification of any issues or problems related to serving LEP persons which may have emerged during the past year; and

• Identification of any recommended actions to provide more responsive and effective language services (e.g., adding documents to be translated, creating, or expanding partnerships with community organizations, or changing staffing priorities).

Monitoring the effectiveness of a Language Access Plan may include:

• Analyzing current and previous data on language assistance usage, including languages served;

• Surveying staff on how often they use language assistance services, if they believe there should be changes to the services provided or the providers used, and if they believe that the language assistance services in place are meeting the needs of the LEP communities in their service area;

mailto:MassDOTLearning@dot.state.ma.us

• Collecting and reviewing website analytics for browser settings and machine translation usage;

• Analyzing individual and aggregate complaints alleging discrimination related to language access to identify potential risk factors in programs, services, or activities and their methods of administration;

• Partnering with other local agencies and organizations and participation in regional forums and events focused on diversity, social equity, and language access; and

• Soliciting direct feedback from community-based organizations, legal services and other stakeholders about the agency’s effectiveness and performance in ensuring meaningful access for LEP individuals.

Language Access Plan Reference Guide

A Language Access Plan Reference Guide was developed to serve as a quick guide for employees to reference when the need for language or accessibility services arises. With this guide staff can easily access contact information for vendors who provide these services across the Commonwealth. A copy of the guide is available in Appendix B.

Appendix A:

MBTA I Speak Cards

I Speak...

This guide assists literate individuals who are not proficient in English to identify a preferred language.

Language Identification Guide

I speak ...

A

Arabic

Armenian

B Bengali

Bosnian Ja govorim bosanski Bulgarian Аз говоря български Burmese

Amharic

C

Cambodian

Cantonese

Catalan Parlo català

Croatian Govorim hrvatski

Czech Mluvím česky

E

F

D

Dutch Ik spreek het Nederlands

Finnish Puhun suomea

Dari

Danish Jeg taler dansk

Estonian Ma räägin eesti keelt

French Je parle français

G

German Ich spreche Deutsch Greek Μιλώ τα ελληνικά Gujarati

H

Haitian Creole M pale kreyòl ayisyen

Hebrew

Hindi

Hmong

Hungarian Beszélek magyarul

I

J

Japanese

Icelandic Èg tala íslensku

Italian Parlo italiano

Ilocano

Indonesian syay bisa berbahsa Indonesia

K

L

Kurdish man Kurdii zaanim Kurmanci

Laotian

Latvian Es runâju latviski Lithuanian Að kal bu lietuviš kai

Kackchiquel

Korean

N

M Mandarin

Mam

Mon

Norwegian Jeg snakker norsk

Q

P Persian

Polish Mówię po polsku Portuguese Eu falo português do Brasil (for Brazil)

Eu falo português de Portugal (for Portugal)

Punjabi

Qanjobal

Quiche

R

S

Romanian Vorbesc româneşte Russian

Serbian

Sign Language (American)

T

Slovak Hovorím po slovensky

Somali Waxaan ku hadlaa af-Soomaali Spanish Yo hablo español Swahili Ninaongea Kiswahili Swedish Jag talar svenska

Tagalog

Marunong akong mag-Tagalog Tamil

Slovenian Govorim slovensko

U

V

W

Ukrainian Я розмовляю українською мовою Urdu

Thai

Turkish Türkçe konuşurum

Vietnamese Tôi nói tiêng Việt

Welsh Dwi’n siarad

X

Y

Z

Xhosa Ndithetha isiXhosa

Yiddish

Yoruba Mo nso Yooba

Zulu Ngiyasikhuluma isiZulu

¿Habla K’iche? (Guatemala)

¿Habla Mam? (Guatemala) ¿Habla Awateko? (Guatemala) ¿Habla Q’eqchi? (Guatemala) ¿Habla Kakchikel? (Guatemala) ¿Habla PocoMam? (Guatemala) ¿Habla Q’anjob’al? (Guatemala) ¿Habla Achi? (Guatemala) ¿Habla Ixil? (Guatemala) ¿Habla Pocomchi? (Guatemala) ¿Habla Jakalteko (Popti)? (Guatemala) ¿Habla Chuj? (Guatemala) ¿Habla Akateko (Acateko)? (Guatemala) ¿Habla Garifuna?

(Honduras, Guatemala, Other) ¿Habla Cora? (Mexico) ¿Habla Zapotec? (Mexico) ¿Habla Chatino? (Mexico) ¿Habla Tepehuan? (Mexico)

¿Habla Quechua? (Peru, Ecuador, Others)

¿Habla Awateko? (Guatemala) ¿Habla Q’eqchi? (Guatemala) ¿Habla Kakchikel? (Guatemala) ¿Habla PocoMam? (Guatemala) ¿Habla Q’anjob’al? (Guatemala) ¿Habla Achi? (Guatemala) ¿Habla Ixil? (Guatemala) ¿Habla Pocomchi? (Guatemala) ¿Habla Jakalteko (Popti)? (Guatemala) ¿Habla Chuj? (Guatemala) ¿Habla Akateko (Acateko)? (Guatemala) ¿Habla Garifuna? (Honduras, Guatemala, Other) ¿Habla Cora? (Mexico) ¿Habla Zapotec? (Mexico) ¿Habla Chatino? (Mexico)

¿Habla Awateko? (Guatemala) ¿Habla Q’eqchi? (Guatemala) ¿Habla Kakchikel? (Guatemala) ¿Habla PocoMam? (Guatemala) ¿Habla Q’anjob’al? (Guatemala) ¿Habla Achi? (Guatemala) ¿Habla Ixil? (Guatemala) ¿Habla Pocomchi? (Guatemala) ¿Habla Jakalteko (Popti)? (Guatemala) ¿Habla Chuj? (Guatemala) ¿Habla Akateko (Acateko)? (Guatemala) ¿Habla Garifuna? (Honduras, Guatemala, Other) ¿Habla Cora? (Mexico) ¿Habla Zapotec? (Mexico) ¿Habla Chatino? (Mexico)

¿Habl…