Language Proficiency: How much is enough?

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One of my interpreter friends shared that she sometimes interprets for German speakers who are nearly fluent in English, but requests an interpreter when they deal with their insurance company.  Why?  ‘What they are doing is using their German to double-check their understanding of highly complex insurance concepts in English.  They are also using the interpreter’s understanding of the terms to make sense of them.’  She further explained, ‘This means I really have to maintain both my German and English at the highest level to communicate those concepts.’

Language proficiency is at the heart of interpretation. Whether what is said is highly technical or more casual; in a formal or less formal setting, the ability of the interpreter to listen and comprehend and speak and be understood is key.  Users of interpretation services rightfully ask their language service providers to explain how they determine an interpreters’ language proficiency before they hire them.

Two sets of guidelines are widely used in public and private sectors to define levels of language proficiency:

CyraCom’s language assessment tools align with these scales and the company only hires interpreters whose working languages are at a minimum ILR Speaking Level 3 or ACTFL Superior level.

These guidelines define what speakers can do in the language and this is important because the very complex task of interpretation requires that interpreters use their languages in many different ways. The ability to use language as described in the Level 3/Superior Level guidelines are a minimum requirement to even potentially perform accurate and complete interpretation in most settings. Below is my distillation of these (lengthy and technical) Level 3/Superior Level descriptions:

Who fits this level?

Individuals who are able to comprehend and speak the language and use it to meet a range of professional needs.

Where can speakers use the language?

Speakers can communicate in both formal and informal conversations discussing both concrete and abstract topics.

What are speakers able to do with the language?

Speakers can effectively explain complex matters in detail, discuss social and professional topics, support an argument and make hypotheses, and perform professional duties and tasks. Cultural references and nuances in meaning of some words may pose challenges, but speakers at this level can easily overcome them.

What does the speaker sound like?

Speakers use the language with ease, fluency and accuracy. They may make sporadic errors in formal speech, but these errors do not interfere with native speakers’ understanding. Speakers at this level may have a noticeable foreign accent.

Reaching this level of language proficiency in two (or three) languages is an enormous achievement and it is just the start to becoming an interpreter.  Fortunately for us, as interpreters, constantly developing our languages is a challenge that we meet happily.

-Akmaral

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

Get to know “People Not Like You.”

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In February, we sponsored the webinar, “Crafting the Customer Experience for People Not Like You,” with multicultural marketing expert Kelly McDonald, based on her book of the same title. In this webinar, Kelly McDonald dug in to discuss the difficult topic of how to service diverse groups. Here are a few of our takeaways from the webinar:

Don’t limit your definition of diversity

Often times, people generalize diversity down to racial and ethnic differences. A truly comprehensive definition looks beyond ethnicity to include:

  • Gender
  • Religion
  • Political views
  • Age/Generation
  • Sexual orientation
  • Rural/Metro
  • Military/Civilian

Basically, “people not like you,” can include anyone who differs from you in any aspect. Factors like life stages, core values, or whether they are foreign or US-born can influence the way your customers respond to messages and services.

Understand how customer segments differ

Kelly covered key values and insights of several different customer segments. Here is a breakdown of a few of her examples we felt had interesting differentiators:

GinaBlogImage

Understanding and catering to different segments based on their values will increase market share, customer loyalty, and set you apart from your competition. What steps will you take to show your customers that you really “get” them?

To read more about Kelly McDonald’s approach to a multicultural market or to purchase her book, visit her website here.

-Gina

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

There is More to Bullying: Essential Elements of a Bullying Glossary

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If you work in the educational setting, whether as an interpreter, an educator, or an administrator, you need be thinking about expanding reference material on the subject of bullying. Here are some tips to get started.

  • Learn about bullying, as there is more to it than you might think. I was surprised to learn that bullying is a relationship issue and that not only the victims but also the bullies suffer from depression later in life because of involvement in childhood bullying. 
  • While there might be good materials about bullying at your school, http://www.stopbullying.gov/ has useful resources for building the glossary.
  •  Be aware of culturally bound terms and concepts, and properly identify and explain them in your glossary. For example, the term ‘depression’ is commonly used in relation to bullying. However, it might not have a direct equivalent in other languages or might be misunderstood in relation to children in other cultures.

When you begin building the glossary, it is best to organize the terms under separate categories for quick reference. Here are some essential elements of a bullying glossary:

Treat your glossary as a living, breathing document. Review and update it as new information becomes available or on a regular basis.  

  1. The definition of bullying
  2. Types of bullying
  3. Characteristics of students who bully and who are bullied
  4. Types of bullying behaviors
  5. Causes of bullying
  6. Consequences of bullying
  7. School intervention initiatives and solutions
  8. School policies and rules about bullying
  9. Tips for parents to respond and prevent bullying

As bullying leads to serious health and mental health issues, and the terms in these areas are often challenging across language and culture (such as ‘depression’ in my example above), it is important to give special attention to them in your glossary.

An effective communication between parents and teachers is critical in efforts to create a safer and more respectful environment for all children. Building a useful glossary can help support that effort.

-Akmaral

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

US Hispanics: The Social Media Leaders

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The US Hispanic population is more active on social media than the average US internet user. A Pew Research study showed that 72% of Hispanics claimed to be active social media users. The US Hispanic population makes up 66% of the total US Limited English Proficient (L.E.P.) Population.

What is it about the Hispanic population that drives them to Social Media?

A combination of a young demographic and a large amount of mobile and home internet usage drive the population toward Social Media.

The US Hispanic Population is Young and Growing

According to the US Census Bureau, the Hispanic population in the US grew by 43% between 2000 and 2010. Over 60% of the Hispanic population in the US is under age 35. Young adults are more likely than any other age group to use Social Media. In a recent study, 83% of adults age 18-29 use social media. The median age of this population is in the key demographic of social media users.

Hispanics outpace all ethnic groups in mobile data and internet consumption

hispanicInternetHispanics are 28% more likely to own a smart phone and have an average mobile device bill 8% higher than any other ethnicity. Over the past year, Hispanics have also increased their home broadband use by 14%, which is more than double the growth of broadband use in the general market. On an average day, 26.8% of Hispanic internet users spent 6 hours or more on social media. The large use of mobile and home internet allows for greater access to social media sites.

 

Which Social Media Platforms are Favored by the Hispanic Population?

A survey from BIGinsight showed that Facebook and Twitter were the two most popular social media sites among the Hispanic population. This survey showed that 43% logged on to Facebook and 17% logged on the Twitter more than once a day.SocialMediaUsage

As marketers work to reach this rapidly growing Hispanic population, social media platforms should be a clear focus of marketing efforts. Hispanic adults are 25% more likely to follow a brand on social media and 21% more likely to repost links, articles, videos, and websites compared to the general online community.

The US Hispanic population makes up 66% of the total US Limited English Proficient (L.E.P.) Population. Being able to communicate to them in their language would be a large benefit to any of the business sectors.

When was the last time you posted, tweeted, or pinned for your business? The Hispanic population is waiting to see what you have to say and show!

-Sarah

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

LEPs Moving to the Suburbs

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Each year, a rising number of Limited English Proficient immigrants relocate to the suburbs. Are suburban schools ready for them and their children?

The NY Times noted that since 2000, in areas where immigrants traditionally have not settled, immigrant population grew by more than 60%. In contrast, the foreign-born population level in urban areas remained the same for the first time in several decades.

The majority of immigrants are Limited English Proficient (LEP). Children of immigrants comprise 90% of LEP students.

Enrollment of LEP students in suburban schools is growing. According to the National Center for Education Statistics, LEP students made up 8% of public school enrollment in the suburbs in 2009-2010, closing in on the 14% of LEPs accounted for in urban areas.

What does this mean for LEP students? LEP students lack resources and infrastructure in suburban communities where diversity is new, but growing. In a study by Applied Linguistics, of 115 newcomer programs (English transition programs for recent immigrants), urban areas comprised 76% and the suburbs represented only 17%.

Challenges for LEP Children

LEP children face several challenges in the education setting. A report by NCSL presents some of the challenges:

  • Twice as likely as English speakers to drop out of school
  • Expected to perform the same level on state standardized tests as  native speakers
  • Supply of English language classes does not meet demand
  • Schools with low-LEP populations offer “fewer remedial programs, less parental outreach and support, and less native-language instruction.”
  • Fewer racially and ethnically diverse staff present schools with low numbers of LEPs

The Urban Institute urges training of non-ESL/bilingual teachers even for schools with small/moderate LEP populations. They remark that “training on LEP education would not only help their LEP students, who otherwise run the risk of being overlooked, but would also help teachers prepare for the likely possibility that in the near future, the LEP population at their schools will grow and become a reporting category.”

Responding with Limited Resources

However, suburban areas responding to a rapidly increasing LEP community find their fiscal and human resources limited. Minnesota, where immigration is high, is a prime example. English learner programs are nothing new to Minneapolis and St. Paul where diverse communities have flocked to for years. However, unprepared Mounds View Public Schools in the suburbs of Arden Hills, New Brighton, Shoreview and Vadnais Heights had to start hiring diverse staff and rely on community partnerships due to large immigrant growth. The district saw nearly a 100% increase in LEP enrollment just in the past six years.

Even though schools are trying to respond to the increase in LEP students, some are finding it increasingly difficult to cater services to a variety of languages. Many schools turn to services such as on-site or over-the-phone interpretation to communicate with the parents of LEP students. As more and more immigrants call the suburbs their home, language resources will be essential for not only the success of LEP students, but also for the success of American schools.

-Gina

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

Seven Sectors that will Benefit Most from the Rapidly Growing US Hispanic Population

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If the US Hispanic market were its own country, its buying power would make it one of thehispanicInfographic world’s top 20 economies. In fact, the US Hispanic market is projected to account for $1.5 trillion in purchasing power by 2015. The US Hispanic population makes up 66% of the total US Limited English Proficient (L.E.P.) Population.

It goes without saying that there are a number of business sectors that stand to benefit from this rapidly growing, diverse population, but which sectors will benefit the most from this dramatic demographic shift in the United States?

In a study by IBISWorld, the following seven industries identified as having the most to gain by the US Hispanic population growth:

  1. Residential buying, food (grocery and restaurants)
  2. Retail (especially clothing and electronics)
  3. Education (higher education and technical schools)
  4. Real Estate
  5. Financial Services
  6. Transportation
  7. Entertainment and Media

Income Increase gives Hispanics more buying power

Not only is the Hispanic population growing, but their wealth is as well. From 2000-2011, Hispanic household income grew 31% in the $75-99.9K annual income bracket and 71% in the $100K+ bracket. Print This increase allows companies to expand without having to look outside of the US for market growth.

Negative percentages in the graph represent a decrease in population of those income brackets during the 11 year span from 2000-2011.

By 2015, Hispanic buying power is projected to be $1.5 trillion compared to $1 trillion in 2010. Increased wealth means bigger purchases. This increase will directly affect the automotive industry where by 2016, Hispanics will contribute roughly $14 billion. A recent automotive market survey showed the top five car brands among Hispanics between the ages of 18 and 34 are:  Mitsubishi, Nissan, Toyota, Suzuki, and Honda. This is in large part due to their major marketing efforts within the Hispanic community.

This example from the automotive industry shows the growth potential for the businesses in the seven sectors that target their marketing and advertising efforts towards the growing affluent US Hispanic population. These businesses will see steady growth for many years to come.

The US Hispanic population makes up 66% of the total US Limited English Proficient (L.E.P.) Population. Being able to communicate to them in their language would be a large benefit to any of the business sectors.

-Sarah

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

A Different Country: The US in 2050

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America is becoming more diverse. This past May, the Census Bureau revealed that “for the first time, whites represented a minority –49.6 percent– of all U.S. births” (1). Many minorities are immigrants with Limited English Proficiency, and roughly 9% of the US population is Limited English Proficient.

By 2050, America’s racial composition will undergo a major demographic shift. Combined, minority populations will grow from 116 million to reach 241 million in 2060. According to a report by Pew Research, the US population in 2050 will comprise of:

  • Non-Hispanic whites, 47%    graph
  • Hispanics, 29%
  • Black, 13%
  • Asians, 9%

This demographic shift to a “majority-minority” population will occur even sooner for the American youth. Whites will become a minority group in the under-18 age group by 2018.

The Diversity Effect

Changing demographics increasingly affect politics. In the most recent election, minority votes accounted for 28% of the total votes cast. Over the next four elections, 46% of newly eligible voters will be minorities compared to today’s 29%.

Politicians are not the only ones recognizing demographic change. In November, Reuters explained the trend of catered shopping malls in response to the growing minority population. In Atlanta, developers transformed a 220K sq. ft store into a mall catered to customers with roots in southern India. The article stresses reaction to diversity stating, “If mall and shopping center owners fail to adapt to the changing demographic make-up of the country, they risk seeing their properties become mausoleums of a less-diverse American past.”

The US will be a completely different country in the future. What will your America look like in 2050?

-Gina

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

California: The Changing Multilingual Market

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Executive Summary

Will you recognize California in 30 years?

Language usage trends reveal the shifting demographics and emerging prominence of minority groups in the United States.  As the most populous US state, California is a prime example of these language trends. A 2008 report by the Asian Pacific American Legal Center reveals some of these interesting language trends in California:

  • 26% of the population was born outside the US.
  •  Almost 40% speak a primary language other than English at home.
  • 8 million residents, over a quarter of the state’s population, speak Spanish.
  • Close to 3 million speak an Asian or Pacific Islander language. (2)
  • In Los Angeles County, the state’s largest, an astounding 54% of residents spoke a language other than English at home. (3)

To garner further insight in the language trends within California, Voiance Language Services collected data from hundreds of organizations that serve the local California population

“California is the primary destination of new immigrants and refugees from all corners of the globe.” – Asian Pacific American Legal Center

Spanish Stays the Same, Asian Languages Increase

In 2011 and 2012, Spanish calls comprised over 60% of all California calls handled by our organization in both 2011 and 2012, and have been relatively static.

Asian immigration to the US has outpaced that of other groups, overtaking Latinos in 2012 according to a June 2012 Pew Research study. Underscoring the growing strength of the Asian American market, Asian Americans are projected to reach $1 trillion in purchasing power by 2017.

The rise and prominence of Asian languages highlight the rapid shifts in California’s population.  Asian languages made up 16 of the top 20 languages most in demand in California in both 2011 and 2012. Vietnamese and Mandarin ranked second and third in languages demanded. Korean overtook Cantonese in 2012 to become fourth in demand, and Arabic surpassed Farsi and Armenian in demand, ranking seventh.

California’s Top Requested Languages in 2012

  1. Spanish

  2. Vietnamese

  3. Mandarin

  4. Korean

  5. Russian

  6. Cantonese

  7. Arabic

  8. Farsi

  9. Armenian

  10. Punjabi

  11. Cambodian

  12. Tagalog

  13. Hmong

  14. Mixteco

  15. Somali

  16. Japanese

  17. Lao

  18. Hindi

  19. Burmese

  20. Romanian

Somali Language on the rise in California

Of California’s top requested languages, the increased demand for Somali represents one of the most notable changes, jumping from 24th place in 2011 to 15th in 2012. One can see another significant trend in the large increase of the number of Tagalog calls – Tagalog ranked 14th in interpreter demand in 2011, and moved to 12th a year later in 2012, showing a growth in the state’s Filipino demographic. Romanian also moved into the top 20, ranking 23rd in 2011 and 20th in 2012.

In detail: Modesto / San Jose / San Bernardino

We can see these overall trends reflected in specific areas of the state to date:

  • Cambodian ranked second in demand and Lao ranked third in Modesto for the first time, moving up in the top ten languages
  • In east San Jose, Korean became the 4th most demanded language, moving into the top 10 for the first time
  • Usage of Mandarin surpassed that of Arabic to become second in demand in San Bernardino County

English Proficiency in the US

A 2011 American Community Survey showed that nearly 20.8% of the US population spoke a language other than English at home, and that 9% of the total US population had limited English proficiency. The same survey also found many European languages being replaced by Asian languages.

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About Voiance

Voiance is a subsidiary of CyraCom International, Inc. Our organization is the 2nd largest provider of telephonic interpretation services in the world with exclusively US-based contact centers. We have more than 2500 customers in all 50 states and Canada. Our organization has also been named to the Inc 5000 list of fastest growing companies in 2007, 2009, 2010, 2011 and 2012. We remain a profitable, growing enterprise with strong leadership and an impressive list of Fortune 500 clients.Voiance Language Services provides interpretation and document translation services for over 200 languages, supporting clientele in business and government and helping thousands of non-English speakers communicate on a daily basis. 

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Works Cited

Dougherty, Conor. “US Moves Closer to Minority Majority.” WSJ.com. The Wall Street Journal, 31 Aug. 2011. Web. 20 June 2012. <http://blogs.wsj.com/economics/2011/08/31/u-s-moves-closer-to-minority-majority/&gt;.

Ichinose, Daniel K., Alice Chen, Gem Daus, Rowena Tran, and Karin Wang. “California Speaks: Language Diversity and English Proficiency by Legislative District.” Apiahf.org. Asian Pacific American Legal Center, Asian & Pacific Islander American Health Forum, n.d. Web. 11 July 2012.  <http://www.apiahf.org/sites/default/files/APIAHF_Report05_2009.pdf>.

Ichinose, Daniel K., Wingshan Lo, Sara Sadhwani, Karin Wang, and Nancy W. Yu. “LA Speaks: Language Diversity and English Proficiency.” Apalc.org. Asian Pacific American Legal Center, n.d. Web. 20 June 2012. <http://apalc.org/sites/default/files/LASpeaksLanguageDiversity.pdf&gt;.

Lambert, Lisa. “Number of ‘majority Minority’ US Cities Grows-Brookings.” Reuters.com. Reuters, 31 Aug. 2011. Web. 20 June 2012. <http://www.reuters.com/article/2011/08/31/usa-states-cities-populations-idUSN1E77U0WQ20110831&gt;.

Penny, Thomas. “US White Population Will Be Minority by 2042, Government Says.” Bloomberg.com. Bloomberg, 14 Aug. 2008. Web. 20 June 2012. <http://www.bloomberg.com/apps/news?pid=newsarchive&gt;.

Roper Public Affairs. Talking With Thought Leaders About Increasing Diversity: Issues and Opportunities with Providing Health Care. N.p.: CyraCom International, 2006. Print.

United States. Census Bureau. American Community Survey. Language Use in the United States: 2007. N.p., 1 Apr. 2010. Web. 20 June 2012. <http://www.census.gov/prod/2010pubs/acs-12.pdf&gt;.

United States. Department of Homeland Security. Office of Immigration Statistics. 2010 Yearbook of Immigration Statistics. N.p., 1 Aug. 2011. Web. 20 June 2012. 

Phone Interpretation Used Heavily During Hurricane Sandy

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Two weeks ago, Hurricane Sandy made landfall. The storm subjected millions in the Northeastern United States to flooding, power outages, flight cancellations and public transportation shutdowns.

Phone Interpretation played a vital role in Hurricane Sandy. According to our internal data, one of the largest utility providers in the Northeast used nearly double their typical amount of Phone Interpretation in the month of October.

Many government agencies and other organizations use Phone Interpretation as a means of communicating with non-English speaking communities during disasters. As non-emergency lines like 2-1-1 services are increasingly used to communicate with local communities during disasters, the use of Phone Interpretation should be incorporated into disaster planning.

-Jonathan

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

 

Education: Communicating Across Language and Culture

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With Voiance’s contract award from the United States Department of Education earlier in 2012, I have prepared special resources for educators. In the video below, I discuss some best practices for assisting students with Limited English Proficiency.

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

Voiance Launches New Video Remote Interpretation Service

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(PRWEB) September 27, 2012

Voiance Language Services, LLC released its new on-demand Video Remote Interpretation (VRI) service for spoken languages and American Sign Languages (ASL). VRI helps overcome language barriers quickly and affordably by bringing a trained interpreter into a room without the need for travel time.

The VRI solution, designed with state education departments and public schools in mind, comes after the US Department of Education named Voiance its telephonic interpretation provider earlier in 2012. Using VRI, complex and critical information can more effectively be communicated at events such as Individualized Education Program (IEP) meetings, ensuring that parents understand the goals of the program; and that educators, parents and students can work more effectively as a team.

“Public schools and education departments are very active in providing equal access to Deaf and Hard of Hearing and Limited English Proficient individuals,” said Jeremy Woan, Chairman and CEO of Voiance’s parent company, CyraCom International, Inc. “Video Remote Interpretation effectively combines technology with interpretation to provide an efficient and cost-effective service.”

VRI users have access to spoken language and certified (RID) ASL interpreters on a 24/7 basis. All interpretation connections take place through a secured, encrypted connection in Voiance’s Online Account Management portal, where clients can request a video interpretation session or create reports detailing their provision of interpretation for compliance purposes.

Voiance, an established Phone Interpretation provider operating onshore interpreter contact centers, trains its current interpreter employees for video interpretation in house, maintaining quality standards and maximizing efficiency.

About Voiance
Voiance Language Services, a subsidiary of CyraCom International, provides 24/7 Over-the-Phone interpretation in over 200 languages and multimedia translation services. With ISO 9001:2008 certified processes, onshore contact centers, and advanced telecommunications infrastructure, Voiance delivers effective service to clients in business and government.

CyraCom International is the 2nd largest provider of OPI in the world, according to industry reports, and was named to the Inc. 5000 list of fastest growing private companies in the US in each year from 2009-2012. In business since 1995, and based in Tucson, Arizona, CyraCom International provides language services to over 2,500 clients. Visit http://www.voiance.com for more.

How PSAPs can Reduce and Improve Non-English Calls

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Operating Public Safety Answering Points (PSAPs) in communities with large populations of immigrants and other non-English speakers presents challenges. PSAPs can work with local agencies to educate and inform non-English speakers to reduce and improve non-English 911 calls.

Jonathan Levy is the Director of Language Services for CyraCom International, Inc. and a respected language services subject matter expert. He has worked with numerous government agencies on issues related to non-English speakers throughout his career. Jonathan maintains relationships with the Department of Defense, the DC Police, the Tucson Police Department, and other agencies throughout the United States.

-Mitchel

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Voiance Language Services provides multilingual support in over 200 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.

Voiance secures renewal of its ISO 9001:2008 Certification

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Tucson, AZ – 8/16/2012

CyraCom International Inc., and subsidiary Voiance Language Services, LLC, successfully renewed their ISO 9001:2008 certifications. The language companies provide innovative language solutions including Over-the-Phone Interpretation (OPI), Translation and Localization, Video Remote Interpretation, On-Site Interpretation, and Testing and Training.

ISO 9001 is an internationally recognized quality management system. CyraCom and Voiance were the first US Over-the-Phone Interpretation providers to receive ISO 9001:2008 certification in 2009.

The organizations received their renewals after successfully completing their most recent external audits at their four corporate locations. Four consecutive years of ISO 9001:2008 certification reflects their commitment to consistent quality in language services.

“Clients consistently see quality of interpretation and translation as one of the most important factors when choosing a language service provider,” said Jeremy Woan, Chairman and CEO of CyraCom International, Inc. “Our ISO management system demonstrates our dedication to quality.”

About Voiance Language Services, LLC

Voiance Language Services, a subsidiary of CyraCom International, provides 24/7 Over-the-Phone interpretation in over 170 languages and multimedia translation services. With ISO 9001:2008 certified processes, U.S-based contact centers, and a state-of-the-art telecommunications infrastructure, Voiance delivers effective service to clients in business and government.

CyraCom International is the 2nd largest provider of OPI in the world, according to industry reports, and was named to the Inc. 5000 list of fastest growing private companies in the U.S. in 2007, 2009, 2010, and 2011. In business since 1995, and based in Tucson, Arizona, CyraCom International provides language services to over 2,500 clients. Visit http://www.voiance.com for more.

6 Ways to Build an Effective Language Access Policy and Implementation Plan

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As government assisted plans reassess efficacy, efforts to “effectively communicate with members of the public depend on the widespread and nondiscriminatory availability of accurate, timely and vital information” (Attorney General Eric Holder, Memorandum to All Federal Agencies Regarding Executive Order 13166, February 17, 2011).

The Department of Justice Federal Coordination and Compliance Section published an insightful tool for healthcare providers – Language Access Assessment and Planning Tool for Federally Conducted and Federally Assisted Programs – to help improve and innovate policies and implementation plans for LEP populations.  We wanted to share their 6-pronged approach, but look at the full guide for sample assessments and policy directives.

 

Source: Language Access Assessment and Planning Tool for Federally Conducted and Federally Assisted Programs

1. Identifying and Assessing LEP Communities

Providers have many resources available to identify the demographics of LEP populations in their area, including resources from federal agencies, state and local government agencies, and local community-based and religious organizations. Data on LEPs interacting with your facility can also be tracked and stored by incorporating mandatory fields in registration paperwork.

2. Understanding How LEP Individuals Interact with Your Agency

It’s important to remember that almost every aspect of a program can affect the access of LEPs to services. Providers should identify methods to open communication in every way possible, including brochures, public meetings, in-house language capabilities, written correspondence, outreach programs and complaint forms.  Identifying each way an LEP might fall through the cracks is tedious, but keeping LEPs informed through the whole cycle of interaction is key.

3. Providing Language Assistance Services

All written and spoken services should be provided in an LEP’s native language, employing a long list of language assistance services: bilingual staff, interpretation (in-person, telephonic, video, simultaneous) and document translation.  Make sure employees and contractors who perform these duties are qualified, by using recognized assessment tools.

4. Training Staff on Policies and Procedures

Meaningful access to your programs starts with informed employees who can guide LEPs to the resources they need. Make sure that employees receive orientation and maintenance trainings on how to identify an LEP and make language services available.

5. Providing Notice of Language Assistance Services

Providers can use posters placed conspicuously through your facility to clearly demonstrate the availability of language assistance services for LEPs.  But it doesn’t stop there.  The use of “I Speak” cards and written notice of language services at every step of interaction provided in person, mail, telephone and electronically is critical.

6. Monitoring, Evaluating, and Updating the Language Access Policy Directives, Plans and Procedures

Monitoring and evaluation is an ongoing process for quality assurance of your program’s language services. Employ tools like staff surveys, customer satisfaction surveys, observation, feedback from community-based organizations, response rates to complaints and constantly updating your records of community demographics.

Diligence and innovation open avenues for consistent progress and improvement.  Some organizations have established specific offices of standards to ensure benchmarks are met. These offices work in conjunction with department leaders and IT departments to make sure solutions are user-friendly and effective.  In the end, follow the advice available from years of research, but listen to your employees and don’t be afraid to get innovative.

 

Source: Language Access Assessment and Planning Tool for Federally Conducted and Federally Assisted Programs

Learn it. Live it. Love it…We do.

-Ariel Sim, Research Specialist

Asians Overtake Latinos in Immigration to the U.S.

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Asians have outpaced Latinos in immigration to the US over the past two years, according to a recent Pew Research Center study. Noticeable trends include:

  • In 2010, 36% of all immigrants to the U.S. came from Asia, versus only 31% from Latin America
  • On average, many Asian immigrants came via work visas, and have achieved higher levels of education than other groups, with 65% of those between ages 25 and 64 holding at least a bachelor’s degree
  • Level of education correlated positively with salaries, and Asian American households reported a median annual income of $66,000 in 2010, higher than that for both Latinos and the general U.S. population

The growing prominence of the Asian American market represents a valuable opportunity for businesses. By 2017, Asian Americans will have an estimated purchasing power of $1 trillion.

According to data from the 2010 U.S. Census, 51.6% of immigrants are Limited English Proficient. Limited English Proficient residents make up 9% of the total U.S. population.

Mitchel

Voiance Language Services provides multilingual support in over 170 languages to business and government. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the 2nd largest provider of Over-the-Phone Interpretation in the United States.