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HomeMy WebLinkAboutItem 1i - Language Access Services PolicyAdoption of the City of Arcadia Coyote Management Plan June 20, 2017 Page 1 of 3 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 Page 2 of 3 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 Page 3 of 3 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 Page 1 of 4 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.