HomeMy WebLinkAboutItem 1i - Language Access Services PolicyAdoption of the City of Arcadia Coyote Management Plan
June 20, 2017
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DATE: May 1, 2018
TO: Honorable Mayor and City Council
FROM: Dominic Lazzaretto, City Manager
By: Michael Bruckner, Assistant to the City Manager
SUBJECT: LANGUAGE ACCESS SERVICES POLICY
Recommendation: Adopt
SUMMARY
At the November 7, 2017, City Council meeting, Council Member Verlato requested a
Study Session to review additional outreach and communication options for the City’s
Chinese-speaking community. This request was supported by the entire City Council. A
study session was held on March 20, 2018, to review a proposed Language Access
Services Policy (Attachment A). At the conclusion of the study session, the City Council
voted unanimously to bring this item forward for formal adoption. Therefore, it is
recommended that the City Council adopt the Language Access Services Policy and
authorize and direct the City Manager to implement it.
BACKGROUND
The rapid growth of immigrant communities is transforming the demography of the
United States, making the nation more ethnically and racially diverse. This is already
true in California where according to the 2010 Census, 27% of the population is foreign
born. In Arcadia, the number of foreign born residents was nearly 48%, most of which is
of Asian descent and is predominantly ethnic Chinese. From 2000 to 2010, Arcadia’s
Asian population increased from 45% to 59% Asian, a 31% increase. Because many
immigrants lack proficiency in English, language diversity often creates language
barriers which can prevent people from fully participating in civic and public life.
The City of Arcadia recognizes that enabling people to utilize their own language when
it is feasible helps them better access City services and information. For the community,
providing language access increases residents’ opportunities to communicate with their
local leaders and public service providers and ensures that the vital flow of information
between the City and its residents is maintained for effective community-building.
Adoption of a Language Access Services Policy
May 1, 2018
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The City of Arcadia understands the value of providing outreach and access to City
services for limited English-proficient residents. The City has as a matter of practice
provided translation of key City documents of community-wide importance in Simplified
Chinese and, on a limited basis, offered translation services when requested. The City
has not received any requests for Spanish translation services and it should be noted
that while Arcadia is a diverse community, the overwhelming majority of residents that
may request translation services are of Chinese descent.
The City Manager’s Office, through its public information function, is ultimately
responsible for providing clear and concise policy guidelines to City departments
regarding the dissemination of public information. As such, the Language Access
Services Policy is intended to provide a broad range of options to further the City’s goal
of providing equal access to City services, programs, meetings, and events.
DISCUSSION
The Language Access Services Policy recognizes that Arcadia has a significant
population of limited English proficient residents. The policy ensures that the City shall
make reasonable efforts to notify the public about its limited English-proficiency policies
for department programs and services, and how to access language assistance
services through the City’s website, translated documents, and community-focused
outreach.
Based on recent census data, the policy will officially recognize that seven non-English
languages (Chinese, Spanish, Korean, Tagalog, Japanese, Vietnamese, and Hindi) are
known to be generally spoken in the community. Of these non-English languages, only
Chinese and Spanish are spoken by more than 5%of the City’s population. In
accordance with applicable laws and standards, the City will primarily focus on providing
language access services in these two languages. For Chinese language residents,
Simplified Chinese will be used as the primary dialect as it is more widely used and
understood than Traditional Mandarin or Cantonese; however, the City will make all
reasonable accommodations to provide services in whatever language or dialect that is
requested.
The policy will make a variety of translation services available for City departments to
support communication and outreach efforts for limited English-proficient residents. This
includes utilizing City staff who are certified as bilingual to help support translation of
City services during business hours. In addition, the City will be creating a volunteer
translation services registry that will encourage Arcadia residents to volunteer to help
their neighbors interpret key City documents and access City services. Further, the City
will also utilize telephonic translation services in addition to providing simultaneous
translation of City meetings upon request by the public 72 hours in advance.
Adoption of the Language Access Services Policy
May 1, 2018
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The City of Arcadia website (www.ArcadiaCA.gov) does provide translation of its web
content; however, the functionality itself is currently outdated based on modern
technology standards. The City will make every effort to maximize the utility of this
function, in addition to looking for other platforms that provide a more seamless and
user-friendly experience. Finally, the policy will require departments to prioritize which
written communications should be translated and to conduct periodic reviews to
reassess and update procedures to ensure compliance with this policy.
FISCAL IMPACT
There is sufficient funding in the FY 2017-18 budget to implement the Language Access
Services plan for the remainder of the Fiscal Year. An appropriation of $10,000 is being
proposed in the Fiscal Year 2018-19 budget for language access services.
RECOMMENDATION
It is recommended that the City Council adopt the Language Access Services Policy
and authorize and direct the City Manager to implement it.
Attachment: Language Access Services Policy
ADMINISTRATIVE POLICY
Policy No.:
SUBJECT: LANGUAGE ACCESS SERVICES POLICY Adopted: 05/01/2018
Amended:
CITY MANAGER
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PURPOSE
The City serves a significant population of limited English-proficient (LEP) residents,
businesses, visitors, and their families. According to 2010 census, approximately 60%
of Arcadia residents of Asian/Pacific Island descent, and the vast majority of residents
are ethnic Chinese who predominantly speak Mandarin. In addition, smaller
percentages of Arcadia residents speak Spanish, Korean, and Tagalog. This policy
provides guidelines for City employees that interact with the public on behalf of the City
to ensure equal access to City services, information, and programs regardless of their
English proficiency.
POLICY
The City shall make reasonable efforts to notify the public about its limited English-
proficiency policies for department programs and services, and how to access language
assistance services through the City’s website, translated documents, and community-
focused outreach.
RECOGNIZED LANGUAGES IN ARCADIA
English*
Chinese (Traditional)*
Chinese (Simplified)*
Spanish*
Korean
Tagalog
Japanese
Vietnamese
Hindi
*Note: These languages are spoken at home by more than 5% of the Arcadia
population.
ADMINISTRATIVE POLICY
Policy No.:
SUBJECT: LANGUAGE ACCESS SERVICES POLICY Adopted: 05/01/2018
Amended:
CITY MANAGER
Page 2 of 4
TRANSLATION OF CITY MEETINGS AND UPON REQUEST BY THE PUBLIC 72
HOURS IN ADVANCE
The City shall provide standard information about the availability of language
translation/interpretation services on all meeting notices where it is believed such
services will benefit participants of the meeting. The City shall take reasonable steps to
include translation services at meetings where it is generally known that participants
will requires such services.
At the discretion of the City Manager or their designee, the City of Arcadia may contract
for translation services to be provided at City meetings. Requests for translation
services from the public shall be made 72 hours in advance of the meeting date to the
City Clerk’s Office.
IN PERSON
The Administrative Services Department shall maintain a current list of staff who have
been certified as fluent (oral and/or written proficiency) in languages other than
English. A list of multilingual staff shall be made available on the City’s intranet for City
employees to identify staff members who are available (ArcadiaConnect) to assist on
as-needed/on-call basis.
TELEPHONIC TRANSLATION
The City Manager’s Office shall contract for Telephonic Translation Services on an on-
call, as-needed basis to be utilized by City departments when on-site translation is
unavailable. Departments that have public counters or provide telephonic services to
the public are required to ensure that department policies incorporate these services
and ensure that staff has proper training on the use of these services.
WEBSITE
The City shall ensure that the City’s website (www.ArcadiaCA.gov) has a translate
feature available to ensure that web content can be translated, at a minimum, to the
recognized languages identified previously in this policy.
ADMINISTRATIVE POLICY
Policy No.:
SUBJECT: LANGUAGE ACCESS SERVICES POLICY Adopted: 05/01/2018
Amended:
CITY MANAGER
Page 3 of 4
As is standard, the feature will only translate webpages and web content, and would
not translate documents linked to the webpage. City departments shall take reasonable
steps to translate priority documents that contain vital information about their programs
and services. Further, a separate page will be created on the City’s website featuring
this policy and how to access translation services.
WRITTEN AND PRINT COMMUNICATIONS
The City will prioritize which written communications should be translated. Priority
depends upon the importance of the program, information, or service involved as
determined by Department Heads or their designee. As a general practice, the City will
provide standardized language on important City documents informing the reader on
how to access translation services on their own. The City’s written communications that
may be translated include, but are not limited to:
Public outreach or educational materials
Notices related to health and safety concerns
Notices of community meetings or other significant community outreach
Notices regarding the availability of language assistance services
Other forms, applications, letters, and written materials deemed a priority by
Department Heads or their designee
Further, this policy is not intended to supersede or alter other rules and legal standards
relating to translation obligations.
VOLUNTEER INTERPRETORS
City residents or patrons requiring translation services are encouraged to use or bring
their own interpreters to official City meetings or to assist with services at public
counters. The City will make every attempt to maintain a list of volunteer interpreters to
assist members of the public at official meetings. It should be noted that volunteers
may not always be available during or after business hours.
ADMINISTRATIVE POLICY
Policy No.:
SUBJECT: LANGUAGE ACCESS SERVICES POLICY Adopted: 05/01/2018
Amended:
CITY MANAGER
Page 4 of 4
LANGUAGE ACCESS CONSIDERATIONS FOR VENDORS HIRED BY THE CITY
Vendors that will be providing services to the public may be required to comply with the
City’s Language Access Policy, where appropriate. At a minimum, the vendor must be
able to provide translation services for the recognized languages identified previously in
this policy.
PERIODIC REVIEW
City departments should periodically review, reassess, and update their procedures to
ensure that they are in compliance with this policy. They should ensure that the scope
and nature of language assistance services reflect updated information on relevant
populations with limited English-proficiency; City or department language assistance
needs; changes in technology and resources; and City or department experience in
providing services that meet the needs of customers.
Further, the City and every department should take reasonable efforts to ensure that in-
house, contract, and volunteer language services, translated documents, and web-
based services are current and meet current language needs as they may change over
time.