SCOPE_OF_SERVICES.pdf

SCOPE OF SERVICES

1. OVERVIEW

A. Contractor shall provide professional language interpretation services to the Orange

County Youth and Family Services Division for persons with Limited English Proficiency (LEP). Information regarding LEP may be found at the following link:

https://www.lep.gov/

B. Language interpretation services shall include in person verbal language interpretation, virtual and over-the-telephone language interpretation from a Contractor that “ensures the competence of individuals providing language assistance, recognizing that the use of untrained individuals and/or minors as interpreters should be avoided as identified in the National Standards for Culturally and Linguistically Appropriate Services (CLAS), https://thinkculturalhealth.hhs.gov/assets/pdfs/class-infographic-what-why-how.pdf, In Health and Health Care. “

Further information can be found at https://www.hhs.gov/civil-rights/for-individuals/special-topics/limited-english-proficiency/other-federal-resources/index.html

2. BACKGROUND

Orange County Government through the Youth and Family Services Division provides comprehensive services to the community through various programs that work to increase the capacity and quality of behavioral health among children and their families throughout Orange County.

3. LANGUAGE REQUIREMENTS

A. Minimum Mandatory Languages

To meet cultural and linguistic needs of the families to be served, the Contractor shall provide interpretation services in multiple languages most common to Orange County;

these languages include a minimum of the following:

1) Spanish

2) French

3) Haitian-Creole

4) Vietnamese

5) Portuguese

6) Arabic

B. OTHER LANGUAGES

The Contractor shall have the ability and competency to provide telephonic and/or on-site interpreter services in additional languages. The Contractor shall submit in bid documents a list of all of the additional languages (minimum of 20) with the capability of providing personal on-site Interpretation and Telephonic Interpretation services.

https://www.lep.gov/ https://thinkculturalhealth.hhs.gov/assets/pdfs/class-infographic-what-why-how.pdf https://www.hhs.gov/civil-rights/for-individuals/special-topics/limited-english-proficiency/other-federal-resources/index.html https://www.hhs.gov/civil-rights/for-individuals/special-topics/limited-english-proficiency/other-federal-resources/index.html

C. NATIONAL STANDARDS FOR COMPETENCY

The Contractor shall ensure the competence of individuals providing language assistance, recognizing that the use of untrained individuals and/or minors as interpreters should be avoided as identified in the National Standards for Culturally and Linguistically Appropriate Services in Health and Health Care as stated herein.

D. The County may request from the Contractor/interpreters proof that they have a minimum of 40 hours training for professional language interpretation from an accredited institution and submit certification of completion and/or provide clear evidence that the interpreters are certified based upon the guidelines within the Invitation for Bids.

4. DUTIES AND RESPONSIBILITIES FOR INTERPRETATION

A. ON-SITE

1) The Contractor shall provide in-person, on-site interpreters in the minimum mandatory languages stated herein within twenty (24) hours of request.

2) The Contractor shall provide in-person, on-site interpreters for other languages within five (5) business days of request and shall meet the criteria set forth in this solicitation, HIPPAA and by the Americans with Disabilities Act (ADA) guidelines.

3) The Contractor’s on-site interpretation shall be billed based on a 90 minute minimum per site visit and in minimum 15 minute per site visit increments thereafter. The Contractor may have multiple appointments during a single site visit; the 90 minute minimum shall apply to the entire site visit not individual appointments.

B. TELEPHONIC AND VIRTUAL

Calls can last between five (5) minutes to forty-five (45) minutes or more, depending on the type of call.

1) The Contractor must provide immediate telephonic or virtual interpreters in both minimum mandatory (as stated in 3. Language Requirements, A. Minimum Mandatory Languages) and other languages as provided by the Contractor in the bid response and shall meet the criteria set forth in this solicitation, HIPPAA and by the Americans with Disabilities Act (ADA) guidelines.

2) Telephonic and virtual interpretation shall be billed per minute with no minimum time requirement.

C. EXPENSES

All bid rates shall include all costs, travel expenses, mileage, materials, and all other service fees for the completion of the services. There will be no allowance for reimbursement of expenses.

D. OFFSHORE INTERPRETERS

1) Over the telephone and/or virtual interpreters are not required to be within the United States. Over-the telephone or virtual language interpretation shall meet the criteria set forth in this solicitation, HIPPAA and by the Americans with Disabilities Act (ADA) guidelines.

2) If using offshore interpreters, Contractor shall ensure, in writing, within ten

(10) days after award, equal access to healthcare, irrespective of their presenting challenges, Titles II and III of the Americans with Disabilities Act, in addition to the National Standards for Culturally and linguistically Appropriate Services (CLAS), https://thinkculturalhealth.hhs.gov/assets/pdfs/class-infographic-what-why-how.pdf which outlines the standards for clear and competent language interpretation services.

3) In the event telephonic or virtual services are requested, the Contractor shall ensure the interpreter understands HIPPAA and complies with any HIPPAA rules and regulations. The Contractor shall comply with all United States of America Federal, State, and Local laws, rules and regulations.

4) The Contractor shall ensure telephonic and virtual services will not impact the quality of the call.

5) The Contractor shall ensure data will not be breached.

5. WORK HOURS

A. Standard work hours are Monday-Friday 7:00am-5:00pm Eastern Standard Time.

B. Non-Standard work hours are Monday-Friday 5:01pm-6:59am Eastern Standard

Time, weekends and County observed holidays. New Year’s Day, Martin Luther King, Jr. Day, Memorial Day, Independence Day, Labor Day, Veteran’s Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day.