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RESPONSE - RFP - 7451 TRANSLATION SERVICES
Telelanguage Language + TechnoLogy company Due: 12/10/12 Telelanguage contact person: miriam Ludlow, mludlow@telelanguage.com 503.459.5665 Proposal for: City of fort collins, co RFP no. 7451 translation services WWW.TELELANGUAGE.COM 888.983. 5352 city of Fort collins, co RFp 7451 Language Translation Telelanguage, Inc. 514 SW 6th Ave. 4th Floor PortlAnd, or 97204 Phone no. 888.983.5352 FAx no. 503.246.6115 November 4, 2012 Financial Services Purchasing Division 215 N. Mason St. 2nd Floor PO Box 580 Fort Collins, CO 80522 Re: RFP -7451 TRANSLATION SERVICES After carefully reviewing the RFP specifics and requirements Telelanguage is please to formally submit this inclusive response to. RFP 7451 Translation Services. Telelanguage has been in the Foreign Language Industry for over 20 years. Our work history is extensive and supported by a team of highly qualified staff, interpreters and translators. We have succesfully been serving entities such as the City of Fort Collins by providing them with experienced and cost effective interpreting and translation services. We have over 800 clients across the US where we provide both translation and interpretation services in over 231 foreign languages. Telelanguage works 1:1 with each of our customers and we anticipate being able to continue such trend with City of Fort Collins by providing you with a personal account manager who will work in every detail of contract specifics and expectations. It is our goal to make sure the City of Fort Collins is equipped with the best Foreign Language Services available in the industry and supporting tools such as state of the art technology, meticulous and personalized reporting in order to make it one an organized experience you have as you access our services. We thank you for the opportunity to submit this proposal and look forward to learning more about the opportunity and working with the City of Fort Collins. Last but not least please consider me the contact person for any questions related to this proposal. Sincerely, Miriam Ludlow 503.459.5665 mludlow@telelanguage.com WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 2 city of Fort collins, co RFp 7451 Language Translation our proposal provides a detailed explanation of the services and unique features offered to the city of Fort collins by Telelanguage. Brief Summary and Key ProPoSal TermS Key terms of this proposal include: ★ Solid understanding of your requirements and interpreter request metrics. ★ The most comprehensive interpreter selection, training and certification programs tailored specifically for your industry. ★ Utilization of our state of the art telephony platforms along with the US based professionally trained call center agents and interpreters ★ Scalability and volume surge capability to meet your changing call volume and language demands ★ Comprehensive business continuity plan for failsafe service continuation ★ Financially stable, profitable and debt free privately owned company with no pressure from investors Telelanguage is pleased to submit an all inclusive proposal to provide the highest quality foreign language telephonic interpretation, translation and language proficiency services to your organization. This proposal highlights a comprehensive Telelanguage/City of Fort Collins partnership to meet the increased language services demand and improve the service level on every point of contact with your employees and non- English speaking clients. And another important point is that at a time when residents of Colorado are losing jobs to companies that outsource abroad (like the self proclaimed largest language services provider), this proposal will add more jobs to the City of Fort Collins, CO by Telelanguage recruiting and utilizing many of the locally based interpreters. We guarantee no calls will go to an off- shore call center. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 3 city of Fort collins, co RFp 7451 Language Translation understanding of your Requirements and Detailed Deliverables Telelanguage is committed to strengthening its’ 20-year-old mission to provide our customers with the highest service level via daily quality assurance review and quality assurance programs that include management, call center and interpreters performance goals, service level guarantees and deliverables, and constant communication and feedback from your staff. Your dedicated account management staff will be responsible for meeting and exceeding your service satisfaction and making sure that every request from your organization is promptly addressed and fulfilled. Your organizations’ call trend metrics will be distributed daily to managers and supervisors to ensure all of your calls are handled appropriately and within the service level guarantees. Telelanguage has an adequate staff level to meet any increase in call volume that you may experience during the contract term. In order to meet our customers call volume spikes & variations we operate at 60% capacity. We are capable of handling over 500 simultaneous calls. additional capacity can be added within 24 hours. Brief Summary and Key ProPoSal TermS Telelanguage quality assurance model for the city of Fort collins includes: Plan: Established objectives and processes required to deliver the desired results. Do: Implement your required call process based on changing environment. Check: Monitor and evaluate the implemented processes against the service level guarantees. act: Apply actions necessary for improvement if the results require changes. As you continue to expand your non-English speaking customer base, we at Telelanguage stand ready to assist regardless of what language your customers speak. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 4 city of Fort collins, co RFp 7451 Language Translation Telelanguage HiSTory Telelanguage is a privately owned corporation with our main office located in Oregon. The company was established in 1991, in response to the need for a cost effective, customer oriented, professional language company. From the beginning, when most of our customers were only on the west coast, we have grown into a full service language company gaining international exposure. Andre Mon Belle, Co-President of Telelanguage, promotes the mission: to offer all the services and capabilities expected of a large language company, but to the levels of flexibility, customization and customer satisfaction that only a smaller organization can provide. We believe in providing our customers with the highest quality of service. Our employees and interpreters are trained to be thorough and pay close attention to quality. Telelanguage is a reliable and innovative leader in the language industry providing services to more than 1,200 national and international organizations throughout the United States. our expertise includes: ★ Telelanguage (telephonic interpretation) ★ Face-to-face interpretation (on-location interpretation) ★ Written translation. ★ Foreign Language Proficiency Testing & Certification ★ Video Remote Interpretation WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 5 city of Fort collins, co RFp 7451 Language Translation dedicaTed accounT manager Andre’s experience has allowed him to to see and live the results of his work and dedication as he is responsible for his actions. Because of Andre’s dedication, customers have often call to report that Telelanguage’s services are great and have helped them reduce their cost of foreign language services. 2 Experience & Qualifications Education: BA in Aviation Engineering Professional Affiliations: - American Translators Association - Northwest Association of Community Intepreters Professional Experience - Interpreter - Translator - Business Management - Human Resources - Account Management - Marketing - Continuing Education for Interpreters & Translators andre mon Belle co-president - account manager andre Mon Belle co-president The Co-President of Telelanguage, Andre has been in the foreign language services industry for the past 21 years. Starting from being an on-call medical interpreter to becoming co-president of the company. Being an interpreter himself he has first hand experience interpreting for patients, doctors, teachers, police officers, lawyers, and nurses in numerous situations. In 1995 Telelanguage started the transformation from face- to-face to telephonic interpretation service provider. Andre became more involved in the management and customer service side of the business and appointed as the Co- President of the company. Andre oversees all aspects of Telelanguage’s interpretation business which provides services to local and national corporations, state and federal government, law enforcement agencies, healthcare and insurance organizations and everyone in-between. Andre will be overseeing all activities directly related to the City of Fort Collins contract. He will review financial and call data reports and other performance data to measure goal achievement and to determine areas needing service improvement and rate adjustments to give the City of Fort Collins the lowest rates with the highest service level guarantees. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 6 city of Fort collins, co RFp 7451 Language Translation Technological capabilities State of the art technology complete redundancy organizaTional caPaBiliTy Telelanguage’s ability to provide customers with the most reliable over-the-phone interpretation services utilizing professionally trained and certified interpreters at the lowest possible rates organizational capability: ★ We focus on internal systems, processes and interpreter training to meet customers constantly changing language needs ★ We create customer-specific competencies and interpreter training that provide competitive advantage over our competition ★ We ensure that employee/interpreter skills and efforts are directed toward achieving customer goals and complete satisfaction with our language support services competitive advantage: ★ Economic / financial capability: Telelanguage is capable to deliver over-the-phone interpretation services at a lower cost not because we outsource our call centers and interpreters to the low wage countries like our largest competitor does but because of our efficient internal management procedures and superior technologies. ★ Strategic / service capability: Telelanguage is the only organization truly capable to deliver over- the-phone and face-to-face interpretation services to any customer in all 50 states. Our mix of services also includes video interpretation, written translation, interpreter and customer training and certification. ★ Technological capability: Telephonic interpretation is the most effective means of successful communication with non-English speaking individuals. As with all of our systems, our telephony systems are fully redundant and maintain multiple points of access to our private MPLS network, thereby reducing and/ or eliminating company-wide risk of downtime due to system or network failure. We are fully integrated with VOIP telephony. This technology links all of our sites together while providing state-of-art call center features including Call Recording, Expanded Call Management, Call Monitoring, Call Accounting and the incorporation of Automated Call Distribution (ACD). This allows for better interpreter utilization, reduced hold interpreter connect times and increased levels of customer service. The Automated Dialer and Interactive Voice Recognition Systems also play a critical role in our technological capabilities. ★ Result: The addition of new customer volumes never presents an issue to the speed and integrity of operations, either for existing or new customers. Strong economic / Financial capabilities city of Fort collins, co RFp 7451 Language Translation organizaTional caPaBiliTy Telelanguage’s capability focuses on achieving goals through our employee/interpreter commitments and competence. It enhances your value as our customer in three ways: ➊ Responsiveness: the ability of Telelanguage to understand and meet your language needs more quickly than competitors ➋ Relationships: the ability of Telelanguage to develop enduring relationship between you (our customer) and your Telelanguage account support team and interpreters ➌ Service quality: the ability of Telelanguage to transition you from your current provider to us with no interruptions and deliver over-the-phone interpretation services that meet and exceed your expectations. R e s p o n s i v e n e s s R e l a t i o n s h i p s S e r v i c e Q u a l i city of Fort collins, co RFp 7451 Language Translation professional Training for Telelanguage Interpreters and Bilingual Staff Telelanguage Interpreter Certification is a national certificate program for over the phone and face to face interpreting. It is also the most comprehensive, in- depth program for community interpreters who work across a broad spectrum of services. It is designed for interpreters in health care, education , government and law enforcement, 911 call centers, financial, business and social community services. Telelanguage Interpreter Certification Program supports national ethics and standards of practice. The course covers ethics, interpreter roles, basic skills (from pre- session to post-session), positioning and terminology, modes of interpreting, steps for sight translation, cultural mediation, and other vital skills. In addition, the program offers an overview of the profession and discusses interpreter certification. This dynamic, interactive program emphasizes skills building, role plays, small group work, video, vignettes, discussion and case studies which provide hands-on experience for skills development. Video segments offer demonstrations, and a 370-page training manual is included. Today, a 30-hour training grounded in national ethics and standards is the minimum needed to develop the professional skills and knowledge of community interpreters in health and human services. Many of our competitors do not realize the urgent need for professionally trained interpreters and/or staff and base their interpreter and staff hiring practices just on a simple terminology test and whether they can fluently speak a second language. Some competitors even go as far as creating a flashy University Certificates that has no validity to the actual interpreter training and their proficiency to interpret. Many of our competitor’s interpreters who apply to become Telelanguage Interpreters can’t pass our first assessment skill tests. Based on our 20+ years of experience of providing over the phone interpretation services we believe there is an urgent need for over the phone community interpreter training that targets bilingual staff and interpreters who work in a broad sector of healthcare, government and law enforcement, utility call centers, financial sector and many commercial industries and services. The Telelanguage Interpreter training meets these needs. Telelanguage has a new approach to Interpreter and Language Proficiency Certification & Training Telelanguage inTerPreTer & language Proficiency cerTificaTion Program {TicP} WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic city of Fort collins, co RFp 7451 Language Translation how “Telelanguage Interpreter Certification Program” Unfolds TELELANGUAGE INTERPRETER CERTIFICATION is a dynamic, skills-based 40-hour program presented in five units. These units are taught in the order presented and adapted to the needs of our customer requirements and demands. The program can be extended to 60 hours. Each of the five units in the 370-page training manual includes sections on core content, skills, exercises and review. The curriculum’s role plays, case studies, exercises and activities are taken from a broad sector of Telelanguage customer base. UNIT ➊: Ethics and Conduct: Overview of the Profession, Language Proficiency Testing and Interpreter Certification, Language Access Laws, Codes of Ethics; Codes of Conduct, A Code of Ethics for Community, Interpreters (annotated NCIHC national code), Applying Codes of Ethics and Conduct in the Field UNIT ➋: The Interpreted Session: Overview of the Session: modes, roles, skills and components of the session; Assignments, Preparation, Introductions; The Session: managing the flow, terminology, challenges; Mediation; Post Session: reporting, processing, self-monitoring/assessment, professional development; Core skills: positioning, first and third person, register and role shifts, vulgarity, memory; development, ethical decision-making, note taking, etc.; Use of dictionaries and aides and Translation and Sight Translation UNIT ➌: Culture and Mediation Culture and the Interpreter: Culture and cultural competence; Cultural constructs; meaning andmediation; stereotyping and bias; Interpreting vs. Mediation; Definitions; “incremental intervention” (C. Roat, Bridging the Gap); appropriate interpreter roles and boundaries; Assessing need; steps for mediation; CHIA decision- making guidelines; Intervention techniques and mediation skills; problem words; Agents for Change: educating the organization and community about culture and interpreting; Beyond Culture: advocacy, accompaniment, case management and other challenges UNIT ➍: Healthcare, Community & Business Services Interpreting in Health Care, Interpreting in Educational Settings, Interpreting for Human Services, Interpreting for Financial institutions, Interpreting for Utility Call Centers: This unit is taught according to the needs of our customers and their requirements. If a particular customer wants us to include certain terminology or their own industry booklets that need to be covered we include it in our interpreter training and sector will be the main focus of the unit UNIT ➎: Standards of Practice challenges and Solutions ★ Ethics, Conduct and Standards: How Are They Connected? ★ Standards of Practice for Community Interpreters: Annotated NCIHC standards; applying Telelanguage inTerPreTer & language Proficiency city of Fort collins, co RFp 7451 Language Translation ncIhc to community interpreting; best practices in the field ★ Applying standards of practice: practical strategies; solutions that work; ★ Professionalism; Professional Boundaries (learn to say, “No”) ★ Educating Providers and Colleagues (culture, language, working with interpreters) ★ Interpreter Safety and Well Being ★ Professional Associations; Professional Development Resources ★ Codes of ethics, language access laws and CLAS standards ★ Workplace resources (e.g., videos, books, cultural profiles, refugees and immigrants groups) ★ Terminology: dictionaries, glossaries and Internet resources ★ Documents to show supervisors (translation, on-site vs. telephonic interpreting, etc) ★ Interpreter training manuals, self-study resources and more Telelanguage Interpreter Certification Program includes information and training on: ★ National ethics and standards of practice for interpreters. ★ Basic skills: pre-session preparation, introductions, positioning, register, tone, halting the session, note- taking, memory skills, closing the session. ★ Types and modes of interpreting. ★ Legal obligations of interpreters (Title VI, impartiality, reporting abuse, disclosing conflicts of interest, etc.). ★ Interpreter roles: interpreting and mediation (in and outside the session). Telelanguage inTerPreTer & language Proficiency cerTificaTion Program {TicP} WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 11 city of Fort collins, co RFp 7451 Language Translation ★ Setting boundaries: interpreter neutrality and ethical decision-making. ★ Culture and cultural mediation: cultural competence; cultural practices; bias and discrimination; educating clients and colleagues about culture and interpreting. ★ Interpreter certification, proficiency testing and professional development. ★ Information on community systems (K-12 schools and U.S education; human and social services; U.S. health care), and how medical interpreting has paved a professional path for all community and business interpreters. ★ Expert guidance on how to adapt interpreter ethics and standards to a bilingual employee’s workplace: handling clients who cling and colleagues who ask for too much interpreting; addressing conflicts with supervisors; when “extra services” to clients are acceptable; how workplace and interpreter ethics may collide; advocacy; promoting equal access to services; what interpreters should never translate (and why); insurance and liability; the interpreter as an agent for change. This dynamic, interactive training incorporates role plays, activities, videos, exercises and group discussion. The manual offers detailed resources (books, dictionaries, training manuals, videos, online glossaries etc.). After completion Telelanguage interpreters receive a certification. Telelanguage offers guidance on language testing and conducts phone interviews to assess eligibility to become a Telelanguage Interpreter. Only 15% of all applications applying to work for Telelanguage can pass the first assessment testing. Our program offers five levels of certificates for successful Telelanguage Interpreters: Level ➊: Qualified Interpreter Level ➋: Professionally Trained Interpreter Level ➌: Medically Certified Interpreter Level ➍: Legal Certified Interpreter Level ➎: Financial Certified Interpreter Testimonials about the Telelanguage Interpreter Certification Program “ The program is unique because it is designed for either interpreters in health care, law enforcement, financial, business, utility call centers or community —RicARdo services AGuEllERA OR interpreters - SPAniSh intERPREtER who work in all five areas.” “ Telelanguage Interpreter Certification Program guides participants through the often chaotic environment of the over-the-phone and face-to- face interpretation services with frankness and illuminating exercises while staunchly promoting the highest professional standards in the field foreign language interpretation.” —ninA KRoPovich - intERPREtER EvAluAtoR/inStRuctoR Telelanguage inTerPreTer & language Proficiency cerTificaTion Program {TicP} city of Fort collins, co RFp 7451 Language Translation common reasons telephone interpreters are used: ★ for a pre-arranged appointment (planned situations) ★ for reminder calls for health appointments ★ at short notice when an LEP person is present or telephones the health service ★ at short notice when a health service needs to contact a person with limited/no English language proficiency ★ for after hours interpreting ★ for medical emergencies ★ in situations where an onsite interpreter is not available (e.g. a rural or remote area). getting connected is easy. you’ll need: ★ individual LEP person’s language, dialect or ethnicity ★ pre-assigned toll free number and your account access code ★ information to convey to the interpreter Scenario ➊ The Lep person will be present –planned situations ★ organize the necessary telephone equipment such as a conference phone, a hands-free phone or a dual handset phone. If these are not available, you will need to share the handset with the LEP person ★ dial pre-assigned Telelanguage toll free number and request the language needed ★ provide access and department codes if required ★ remember you can also book an interpreter for future appointments ★ when the interpreter comes on the line, introduce yourself and the LEP person to the interpreter. Clearly and briefly describe the purpose of the session and your location (e.g. hospital ward, front counter, private interview room) Advise the interpreter if it is an emergency situation ★ proceed with the session using the Communication Tips Scenario ➋ The Lep person is present – unplanned situations ★ organize the necessary telephone equipment ★ dial the Telelanguage pre-assigned toll free number and provide information such as access and department codes and the language needed ★ you will be placed on hold while Telelanguage connects you with the interpreter. When the interpreter comes on the line, introduce yourself and proceed as in planned situations Scenario ➌ The Lep person has phoned you - ★ identify the language the LEP person speaks and ask for the persons’ name. Telelanguage will provide tip cards and other reference material to help communicate with the non English speaking person ★ you will be placed on hold while the interpreter is connected ★ when you are connected, introduce yourself and the LEP person to the interpreter. Ask the LEP person the purpose of their phone call. Proceed with the session using the Communication Tips city of Fort collins, co RFp 7451 Language Translation Scenario ➍ you need to phone the Lep person - ★ dial the Telelanguage pre-assigned toll free number and request a telephone interpreter. You will need to have access and department codes available as well as the required language ★ you will be placed on hold while the interpreter is connected ★ once the interpreter is on the line tell him/her that you need to dial out to an LEP person and provide the phone number to dial. Also provide necessary instructions in case the number is busy or LEP is unavailable ★ you will be placed on a brief hold while the interpreter is dialing the requested number ★ when you are connected, introduce yourself and confirm that you are speaking with the right LEP person. Clearly and briefly describe the purpose of the session. Proceed with the session using the Communication Tips communication tips: ★ clearly and briefly state the purpose of the session/ phone call to the LEP person and the interpreter ★ use short sentences in plain English and speak directly to the person (e.g. Mr. …, how may I help you?) ★ pause after two or three sentences to allow the interpreter to speak ★ allow the interpreter to clarify as he/she has no visual cues to assist ★ ensure you have covered everything you intended ★ clearly indicate the end of the session to both the person and the interpreter LEP – Limited English Proficiency How To worK wiTH an inTerPreTer on THe PHone WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 14 city of Fort collins, co RFp 7451 Language Translation documenT TranSlaTion ServiceS Our translators go through specialized training in order to meet the unique set of skills, knowledge and experience to ensure accuracy in medical, education and social services content, formatting and as with any of our services a timely response to the need stated by the City of Fort Collins, CO. Translation is a laborius task and it requires a very extensive knoweldge of grammar, context and multiple meanings at times in targeted language. A Translator has to often take the time to analyze, study and choose what is the best equivalent in targeted language. Some examples of techniques are: “Formal equivalence” corresponds to “metaphrase”, and “dynamic equivalence” to “paraphrase”. “Dynamic equivalence” (or “functional equivalence”) conveys the essential thought expressed in a source text — if necessary, at the expense of literality, original sememe and word order, the source text’s active vs. passive voice, etc. There is, however, no sharp boundary between functional and formal equivalence. On the contrary, they represent a spectrum of translation approaches. Each is used at various times and in various contexts by the same translator, and at various points within the same text — sometimes simultaneously. Competent translation entails the judicious blending of functional and formal equivalents. Common pitfalls in translation, especially when practiced by inexperienced translators, involve false equivalents such as “false friends” and false cognates. Document Translation Some of our translators also provide oral interpretation. However, more than 70 percent of them do not. Written Translation requires a different set of skills and qualifications from oral interpretation. Many of our interpreters would not be qualified to provide written translation and vice versa. Translator’s qualification standards and criteria differ for the two types of services. All translators, with whom we contract must have experience in written translation and are assigned to translation projects based on their specialties in different fields. We have an extensive list of translators that allows us to provide translation services in virtually any language. Most requests and documents are transferred by email making the world of document exchange faster and much more efficient. Telelanguage Translators WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 15 city of Fort collins, co RFp 7451 Language Translation documenT TranSlaTion ServiceS ★ Translation Requires not only language knowledge but also a high level of attention to detail and comprehension specific to topic specific related terminology. ★ Telelanguage guarantees human translation, proofreading and compliance with requested delivery time standards. ★ Telelanguage has the capacity to translate documents: From English to over 200 target languages and vice versa. ★ Translation Delivery Time Standards vary depending on the project’s size, content, etc. A typical translation request takes between 2-3 business days. However it would be hard to state an accurate estimate without having the document itself. Telelanguage’s priority is to ensure our customers have the services when needed including emergency services. ★ Work Translation history: - Newsletters - Flyers - Public Event Notices - Services Application Forms - Medical Information Sheets - Informational Brochures - Appointment cards and instructions - Court Legal Rights Forms - Educational Curriculum - Workshop Materials - Medical & Forensic Reports List of Languages for Translation Services Arabic Kanjobal Nepali Spanish Albanian Kashmiri Norwegian Sudanese Amharic Kikuyu Oromo Swahili Armenian Kirghiz Pampangan Swedish Bosnian Korean Papiamento Szechuan Bulgarian Krio Pao-An Tadzhik Cambodian Kurdish Pashto Tagalog Chienese Lakota Persian Taiwanese Chamorro Laotian Polish Tamil Czech Latvian Portuguese Telugu Dutch Lingala Pulaar Thai Estonian Luthuanian Punjabi Tibetan Fijian Macedonian Quiche Tigre Finnish Malagasy Romanian Tigrinya Flemish Malay Russian Toishanese French Malinke Samoan Tongan Frisian Maltese Sango Turkish Fukanese Mandarin Senegalese Turkmen Fulani Mandingka Serbian Twi Fuzhou Marathi Shanghaese Uighur Ga Marshallese Sindhi Urdu Greek Mien Sinhalese Uzbeck Hebrew Moldavian Slovak Vietnamese Hindi Mongolian Slovenian Visayan Hmnog Mortlockese Somali Welsh Korean Navajo Sorani Wolof WWW.TELELANGUAGE.COM city of Fort collins, co RFp 7451 Language Translation QualiTy aSSurance Telelanguage believes that for any organization to provide excellent customer service it must have a strong working partnership between its Training Department and its Quality assurance Department. While these are two separate departments, they are the teams that ensure our CSR’s success and growth, or ultimately their failure. Telelanguage’s comprehensive call center software platform provides the superior tools necessary for our team leaders and QA personnel to monitor and interact with our interpreters and CSRs. This platform includes monitoring, call conferencing with a supervisor, unsupervised monitoring, screen viewing, and digital recording for call playback. Telelanguage works with its clients to identify the critical success factors for the customer interaction (fast connect times, low queue times, rare language availability, etc.). Next, we identify how we will measure or score performance on the selected items and communicate the criteria to the interpreter and agent pool through the training process. We typically develop a “QA Report Card” which is used to allow the QA agent and interpreter supervisors to reflect their findings through reviewing random calls. The gathered information is then compiled, and a report is generated on an interpreter-by-interpreter and agent- by-agent basis with the results of the review sessions. This information is subsequently disseminated to Lead CSRs, Team Leaders, Supervisors, Trainers, and the Account Manager on a daily basis. Supervisors provide real time feedback to agents and interpreters both verbally and in writing based upon customer feedback as well as selective or call monitoring. We inspect process through agent and interpreter monitoring, listening to select recordings, monitoring the screens and keystrokes of all of our employees, test calls, and one-on-one role playing. In each case, our interpreters and agents are provided performance feedback and, if necessary, an improvement plan is constructed. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 17 city of Fort collins, co RFp 7451 Language Translation QualiTy aSSurance Telelanguage monitors quality and performance through three primary methods. Interpreter/agent monitoring The monitoring takes place via side-by-side monitoring, or scheduled customer calibration sessions. Our Quality Assurance Interpreter observes a random selection of calls from non-medical and non-financial customers. In addition, we also conduct side-by-side monitoring sessions. The primary goal with this is to assure an agent’s and interpreter’s adherence to script and process guidelines, as well as to closely monitor the usage of proper terminology to provide the most complete interpretation outcome. Data monitoring Telelanguage also inspects our agents’ and interpreters’ output in several ways. Data accuracy and script compliance are routinely checked down to the agent and interpreter level to identify and correct any problems quickly. Agent/ interpreter-level results are then disseminated to the language group team leaders for any issues that need to be addressed on an individual basis. Direct observation of the process through monitoring allows our language team leaders and supervisors to identify common points of difficulty, which sometimes lead to changes in training, dialogues or terminology scripts to better serve the needs of the customer’s and interpreters. The next step is to directly inspect the output, which includes customer queue time, interpreter connect time, third party calling and accuracy of our voice recognition platform. Telelanguage uses this data, in conjunction with the process evaluations conducted during call monitoring, to get an all point view of interpreter/agent performance to ensure that we are adhering to each customer guidelines. Test calls We place test calls into each of our dedicated DIDs (lines) to test the line sound and quality making sure that each line quality is crystal clear with no pocket loses. The purpose of these calls is to ensure that there are no telephony/system concerns and that each interpreter/agent is prepared to handle the call on the first ring. We take a call from beginning to end, acting as if the caller were a live customer, to ensure we deliver quality interpretation for our customers. real feedBacK from real PeoPle “ thAnKS foR tAKinG Action. thiS iS A tRuE SiGn of cuStomER SERvicE And wE tRuly APPREciAtE it. wE AlSo REmindEd ouR tEAm to mAKE SuRE thEy uSE thE EScAlAtion PRocEduRES you PRovidEd So you hAvE EvERythinG you nEEd fRom —dAvE K. ouR williAmS, SidE. SEnioR thAnKS BuSinESS AGAin. lEAdER ” WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 18 city of Fort collins, co RFp 7451 Language Translation call rePorTing, invoicing and monTHly STaTemenTS Speed and power unmatched by competition Telelanguage’s real time call accounting and reporting system is a powerful, custom made specifically for our telephonic interpretation business platform that delivers any usage reports and analysis for our clients. Having this powerful call processing technology sets Telelanguage apart from the competition as it can process hundreds of thousands of calls at unprecedented speeds. By speed we mean both the system speed in processing calls (100+) call records per second) as well as report generation - which takes seconds compared to hours for many of our competitors. Telelanguage tracks all call activity between our call center agents, interpreters and customers. All information is collected in real-time and is immediately available for viewing and reporting - an essential support for our customers expense management. Telelanguage provides many standard call reports including details on each call placed. In addition, we will provide any number of custom reports as required by the customer on a monthly or by-monthly basis. These reports will contain any statistical data requested. At no additional charge Telelanguage will provide reports on language demographic trends, average interpreter connection times, queue times, and other usage based requirements as set up upon assigning a customer Access Code. Below is the basic information included in our invoices and reports: ★ Call ID ★ Date and Time of call ★ Language Requested ★ Interpreter ID We also offer Call Summary Reports itemizing summary of data and overall usage for a specified time frame: ★ Number of calls by language and overall ★ Total number of minutes by language and overall ★ Average connect time to an interpreter by language and overall ★ Average length of call by language and overall ★ % of total minutes by language ★ Charges by language ★ Peak usage by time and language ★ Call Duration ★ Interpreter Connect Time ★ ANI (Automated Number Identifier) WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 19 city of Fort collins, co RFp 7451 Language Translation call rePorTing, invoicing and monTHly STaTemenTS Powerful call pattern analysis – This graphical interface allows us to analyze your call patterns, language and volume pick times, gain insight and better control over your spending on language services, analyze billing details and predict and manage call volumes. Reports the way you want them/Customized reports– Any number of custom call and usage reports can either be created from scratch or by modifying existing reports. Reporting periods are completely user- definable for any specified length of time. The date ranges can be as general as “Last Month” or as specific as calls starting and ending at any given date, hour and minute, language, interpreter etc.. All call reports are based on customer access and/or department codes, language, date and time and many other parameters that help you manager your language interpretation budgets easily and efficiently. Automatic report schedules may be as frequent as once an hour and as far apart as once a year. Any report can automatically be sent as scheduled to a printer, distributed via e-mail or saved to a file, etc. All reports are viewable online using our secure portal. Simplified cost allocation - Cost allocation is simplified through customized hierarchies, where we assign unique access codes by office location, department, employee or cost centre and generate customized monthly reports based on customer requirements. Option to eliminate unnecessary paper reports and invoices - Telelanguage provides access to the real time call usage reports and billing information available on our secure web site, which can be printed when you need it. Any number of users can simultaneously access our system, based upon their unique user ID, and run the reports they need for interpreter expense management right from their desk. We give you the option to cancel receipt of your Telelanguage invoices via paper mail. Why bother cluttering up your office with unnecessary paper bills? Multi User Access & Security - Telelanguage customers can limit users to their respective areas (divisions, departments, clinic, cost centers, etc.) allowing you to provide managers with access to run their own reports that assist with interpreter services cost management. When setting user credentials the System Administrator has the flexibility to restrict access to specific menu options, reports, and areas. Any access denied to a user would be removed from their menu Call Volume, Statistics & Analysis – Call volume reports are a standard feature of the Telelanguage reporting system. They include most frequently requested languages per hour, day and month, average interpreter connect times, call volume spike and busy hour reports and reports by various call patterns and types. Telelanguage’s statistics and analysis reporting offers summaries on Procedural and Technical accuracy, Agent and Interpreter Etiquette, Impressions and Descriptive Comments. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 city of Fort collins, co RFp 7451 Language Translation call rePorTing, invoicing and monTHly STaTemenTS Unauthorized Access Code Monitoring - Every Telelanguage customer is set up with their own user- definable parameters, calling patterns and business environment. Our team monitors each customer call patterns and access code utilization. If unusual call patterns associated with a specific access code is detected we will immediately notify our customer via email and/or phone call with complete report on the issue detected and recommended actions to be taken. Benefits of Telelanguage Reporting and Analysis – The call metrics gained from Telelanguage’s detailed reporting provides a vital and objective evaluation of our language service delivery system along with ideas and suggestions to reduce your language interpretation costs. Our call reporting will give you the solid and real time data you need to respond promptly to emerging customer service issues, new language trends and specialized customer needs. Testimonial about Telelanguage’s call reporting capabilities “ We are very pleased with Telelanguage’s call reporting capabilities. Even though we still receive paper invoices and reports on a monthly basis we are starting to use their online portal. From what I’ve seen so far all reports are very accurate and —hEAthER easily mAlonEy, modified.lAnGuAGE ” SERvicES cooRdinAtoR lEGAcy hEAlth SyStEm WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 21 city of Fort collins, co RFp 7451 Language Translation gOal: Simplify fast access to interpretation and increase utilization of over-the-phone interpretation Telelanguage offers interpreter service for patients and their families who speak little or no English. Clients and their families can access an interpreter who speaks their native tongue by dialing a dedicated language number. Callers to the Interpreter Connect Line are immediately asked to select from among the five most commonly requested languages—Spanish, Russian, Vietnamese, Arabic or Somali—or they can choose “other languages” to access interpretation in as many as 200 different languages. The caller is connected directly to an interpreter, who calls the needed hospital department and remains on the line to assist through the telephone conversations with hospital staff. The Interpreter Connect Line is available 24 hours a day, seven days a week, which helps medical practitioners to communicate with their non-English speaking patients more efficiently because the interpreter will collect all the necessary information before calling the City of Fort Collins. This specialized service is used for making appointments, billing questions, discharge reporting, follow-up questions and many other routine patient- hospital communications. We provide, free of charge, a complete set of instructions for clients as well as departments on how to utilize this service. A REquEStEd PRofESSionAl oR dEPARtmEnt iS connEctEd with All PARtiES ➍ ➌ SElEct youR lAnGuAGE uSinG ouR AutomAtEd tElEPhony voicE RESPonSE tEchnoloGy inTerPreTer connecT line ReSulT: Created quick, hassle-free way for clients, their families and service providers to access interpreters. Providers learned not to wait to communicate with Limited English Proficient (LEP) patients and instead access interpreters right away. Staff is anow able to communicate with LEP patients in real time and develop better relationships with clients and their families lEP (limitEd EnGliSh PRoficiEncy), cliEnt diAlS intERPREtER connEct linE ➊ ➋ intERPREtER comES on city of Fort collins, co RFp 7451 Language Translation emergency Surge and uninTerruPTed cuSTomer SuPPorT caPaBiliTieS our coordinated Volume Surge management: The objective of Telelanguage is to provide the same consistent high quality service during a surge in volume that our customers have come to expect from us during regular business. To that end, Telelanguage has established a Volume Surge Management Team trained to prepared for and deal with volume spikes and address special circumstances 24/7/365. The purpose of this team is to identify service affecting increases in volumes and take appropriate action to ensure that service standards are met. This team is made up of department heads from each department at Telelanguage including Call Center, Marketing, Operations, IT, Scheduling and Interpreter Resources. We prepare our management, call center and interpreter staff for two types of volume surges: Section Summary: Our advanced IVR and ACD (Automatic Call Distribution) systems help distribute inbound calls over multiple call center agent locations, allow for a single point of entry into our system as well as directly connect customers with interpreters in less than 5 seconds. We guarantee 99.999% service up-time. ★ anticipated and unanticipated. An anticipated volume surge generally gives us time to analyze our resources and plan accordingly. The unanticipated volume surge is usually a surge brought on by an act of nature: earthquakes, floods, hurricanes etc. We have little time to react: however, Telelanguage staff is trained and will quickly put in place a volume surge process to ensure that service standards and guarantees are met. Every employee at Telelanguage receives call process training and is able to step in as a temporary solution to handle high call volumes and/or emergency situation. Many Telelanguage associates are also trained and tested interpreters who can assist with interpretation if needed. When any member of the Volume Surge Team is made aware of a volume surge or an emergency situation, we immediately determine the scope of the event. The manager in charge along with other Telelanguage team members will take responsibilities for determining the best solution in a particular situation. The Volume Surge Team continues to collect data from each of our volume surges and emergencies, analyzing the results and determines what worked well, what can be improved and how to better prepare for the next emergency. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic city of Fort collins, co RFp 7451 Language Translation emergency Surge and uninTerruPTed cuSTomer SuPPorT caPaBiliTieS our coordinated call center capacities and Functionalities: ★ All inbound calls are handled by live agents and/or IVR (Interactive Voice Response) system or both. ★ Our call center is staffed with live agents 24/7/365. ★ We support customers all across the United States and Canada. ★ Our call center supports over 200 languages. We also provide custom recordings and alerts in any language we support. ★ We use multiple communication methods: telephones, emails, live chat/instant messaging, texting, websites and social media. ★ Our agents can collect any data from incoming and outgoing calls. The database logs the number of calls, call duration, interpreter connect times, languages requested, queue times, number of dropped or incomplete calls etc. ★ For the past 20 years our Portland, Oregon call center uptime has consistently been close to 99.999%. In addition to our call center agents we maintain a large pool of home agents strategically located throughout the United States. They help with call overflows and during unforeseen emergency situations. our call center can easily ramp up and/or scale down as the number of calls rise or fall. To do it effectively we always use these aspects of our call surge capacity: ★ How many calls can we expect? Will calls come in bunches or evenly spread? ★ How long will each call last? An average industry standard is 510 seconds. ★ How much time is needed between calls? Our company average is 5 seconds. ★ How promptly will calls be answered? (Callers are likely to have longer than usual wait/connect time due to the sheer volume of calls during an emergency) ★ How many FTE staff will we need? (Home agents, management staff, paid temps, and c ontracted interpreters) ★ How many additional telephone lines will we need to handle the maximum volumes we anticipate? (We identify potential bottlenecks; factor in our department’s normal stream of calls that will continue unrelated to the emergency) ★ We use Voice Over Internet Protocol (VoIP) technology that helps us expand call capacity without the need for additional phone lines. ★ Our advanced telephony system allows All Telelanguage personnel to telecommute in case of emergencies. ★ We incorporate third party regional call centers into our coordinated call center echo-system to offer our customers uninterrupted 100% uptime even if one city of Fort collins, co RFp 7451 Language Translation Telelanguage Privacy and confidenTialiTy Policy STaTemenT our privacy and Confidentiality Notice Keeping customer information secure and confidential is a priority for Telelanguage, Inc,. We are providing this privacy notice to our customers who utilize our telephonic and face-to-face interpretation services. We hope this helps you understand how we handle the personal and other confidential information about you and your non-English speaking clients that our interpreters encounter during the interpretation process. our policies and practices to protect your and your customers’ personal Information We protect personal and confidential information encountered during the interpretation process by maintaining physical, electronic, and procedural safeguards that meet or exceed applicable law. All employees and interpreters who have access to personal information must agree to follow appropriate standards of security and confidentiality. We train our employee and interpreters on how to properly handle personal and confidential information and we restrict access to that information. Telelanguage does not collect or use customer confidential information without all parties permission. maintaining customer Confidentiality Individual’s Duties ★ Telelanguage interpreters exercise discretion while interacting with their fellow colleagues. Personal disclosures should be made thoughtfully and any work- related information must not be shared at all. ★ Interpreters must refrain from sharing information that Telelanguage and its customers consider sensitive and/ or confidential. They must maintain a professional attitude at all times. HR Initiatives ★ Telelanguage HR department takes steps and devises such policies and procedures that ensure complete customer confidentiality. The policies cover all interpretation related work protecting customers personnel and confidential information. ★ All of our policies are communicated to all the employees, interpreters, supervisors and managers. Interpreter confidentiality training through our initial interpreter certification program, handouts, seminars, and workshops, is our way of ensuring confidentiality in the long run. ★ We make employees and interpreters aware of the specific actions, which comprise breach of confidentiality. They are educated about the consequences of the same, to deter them from doing so. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information city of Fort collins, co RFp 7451 Language Translation Telelanguage Privacy and confidenTialiTy Policy STaTemenT ★ Considering the growing use of electronic method to save information, Telelanguage initiated efforts to foolproof their data using advanced sophisticated electronic methods such as firewalls, password protection, encryption, etc. This keeps access, usage, and transmission of the protected data, safe. ★ Any information collected during the interpretation process once is disposed off in an appropriate manner. Telelanguage erases all customer confidential information and/or records in such a way that there are no potential leaks. health Insurance portability and accountability act (hIpaa) Telelanguage has created and applies appropriate administrative, technical, and physical safeguards to protect the privacy of Protected Health Information (PHI) in any form. We only establish contracts and agreements with business associates what ensure the protection of PHI. In addition, we implemented policies and procedures to address the final disposition of electronic PHI and the hardware or electronic media on which it is stored. We also implemented procedures for the removal of electronic PHI from electronic media before the media are made available for re-use. Telelanguage has created and make available documentation regarding the compliance with all the HIPAA requirements and regulation. Dispute Resolution When our customers have any concerns regarding our privacy, confidentiality, security of information policies, HIPAA or this Privacy and Confidentiality Statement, we encourage them to promptly contact our Privacy Officer, who is authorized to address privacy and confidentiality issues on behalf of Telelanguage, Inc. 503-535-2176 WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 26 city of Fort collins, co RFp 7451 Language Translation Telelanguage Service caPaciTy & financial STaBiliTy Telelanguage capacity We provide foreign language services to over 800 customers across the US. We operate at 60% capacity to make sure our customers are always given the best foreign language services including but not limited to technical, account management and billing support. Telelanguage’s annual growth rate is 10%. We have found that expanding at a slower yet steady rate is key to keeping the company stable. This controlled strategy enables us to continually expand while offering new and improved services over time. From our inception services have always met and even exceeded our customer’s requirements and expectations. Solid Financial Stability Telelanguage has never undergone any formal judicial or civic financial investigation. Our administrative management is experienced, knowledgable and committed in practicing a transparent and accessible approach in all of our operational and financial activities. There has never been nor are any current legal or regulatory violations pending by any regulatory agencies Telelanguage has been involved with. Our ample list of customers supports the stability and strength in our practices. WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 27 city of Fort collins, co RFp 7451 Language Translation Telelanguage governmenT & corPoraTe exPerience Kaiser Permanente P O Box 2943 Portland,OR 97208 Onsite & Telephonic Interpretation City of Salem 555 Liberty Street SE Salem, OR Telephonic Interpretation Since 2003 Beaverton School District 16550 SW Merlo Road Portland, OR 97006 On-Site & Telephonic Interpretation Since Telelanguage has a strong understanding and experience working wtth specifc systems such as those found in government and corporate entities. We have been succesful in providing services as we customize financial, service delivery and communication systems to meet each of our customer’s needs and requirements. Having a designated account manager is one of the strongest advantages we have over our competitors. the City of Fort Collins’s Account Manager will dedicate his time and knowledge in Foreign Language services to work closely with the City of Fort Collins’s contract representative. As Telelanguage and the City of Fort Collins communicate all services and requirements under this contract will be handled according to local, state and federal laws as applicable to the City of Fort Collins and Telelanguage. Telelanguage serves over 800 customers across the country. The following are four that meet the Government and Corporate criteria as requested. ACS Buck Consultants PO BOX 981390 El Paso, TX 79998 Telephonic Interpreting - Translation Since 2008 WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 28 city of Fort collins, co RFp 7451 Language Translation Telelanguage SamPle ProjecTS Telelanguage has been providing Telephonic Interpreting Services to ACS Buck Consultants since 2008. ACS Buck Consultants are located in El Paso Texas. Their clients are of diverse backgrounds and require specific language and cultural accommodations. By ACS Buck Consultants working together with Telelanguage they have been able to meet their foreign language services client’s needs at all times. In addition we provide them with support and information via reports, summaries, direct calling line etc. North Carolina Department of Health & Human Services has been with Telelanguage since 2008. We provide them with telephonic and document translation services. This is a state wide contract and telelanguage has been able to meet their requirements without any difficulties or challenges. At Telelanguage we work based on what our client needs. Our account management team has worked very hard to ensure the North Carolina Department of Health & Human Services always has the ability to continue making foreign language accommodations to their clients. Telelanguage has been able to provide support, information and services all in alignment with their governing, organizational and systematic requirements. acS Buck consultants north carolina Department of Health & Human Services In 2003 Telelanguage began providing services to the Oregon’s state capitol, the City of Salem. From the beginning of our contract, our team established specific strategies to meet the city’s requirements. We work directly with their contract representative and serve all of the city’s departments incluiding their 911 Emergency Line & the Salem Police Department. This experience along with others from different customers has given us an opportunity as a company to implement specific technological and service delivery techiques. All feautres in their contract have been customized and designed to have an immediate, and effective response at all times. city of Salem WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 29 city of Fort collins, co RFp 7451 Language Translation referenceS NCDHHS Office of General Counsel NC M. Terry Hodges, Compliance Attorney 101 Blair Drive, Adams Building Mailing Address: 2001 Mail Service Center Raleigh, North Carolina 27699-2001 Direct telephone: (919) 855-4892 Email: Terry.Hodges@ncmail.net ACS Buck Consultants PO BOX 981390 El Paso, TX 79998 Dan Carlton (419) 482-4702 Daniel.Carleton@buckconsultants.com City of Thornton, CO Max J. Math Contract Administrator max.math@cityofthornton.net 303-538-7644 Chaucer Court 1019 SW 10th Avenue Portland, OR 97205 Sue Baily (503) 224-3559 baileychaucer@yahoo.com WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 30 city of Fort collins, co RFp 7451 Language Translation Vicki Buck Director of accounting Having over 30 years of experience in all aspects of accounting, I have an eye for detail, for obtaining accurate client information, verifying it, and setting up accounts. I quote prices and set up contracts. My creative approaches involve complete dedication to providing each client with excellence in personal attention so that they are completely satisfied with our service. Telelanguage Team thE PowER of divERSity andre Mon Belle co-president I started with Telelanguage in 1991 as a Russian and Ukrainian interpreter. I was interpreting for different hospitals, clinics and insurance companies driving from one location to another. In 1995 we started the transformation from face-to-face to telephonic interpretation service provider. I became more involved in the management and customer service side of the business and appointed as the Co-President of the company. I oversee all aspects of Telelanguage’s telephonic interpretation business which provides services to local and national corporations, state and federal government, law enforcement agencies, healthcare and insurance organizations and everyone in-between. My experience as an interpreter gives me a better understanding of our customer needs, requirements and expectations. My job is to establish the partnership between Telelanguage and our customers and to make sure that we exceed their expectations. We do not use a “one size fits all approach”. I personally study each customer and try to understand their needs and create different approaches that deliver customized telephonic interpretation service while reducing their budget. ★ i woRK hARd to mAKE t ElElAnGuAGE A comPAny thAt iS AlwAyS GEttinG BEttER . ★ i quotE PRicES And SEt uP city of Fort collins, co RFp 7451 Language Translation J. Tyrone White Recruitment Specialist My job is to maintain current documentation of interpreter qualifications and provide operational training for our innovative online and Tele-Communications systems. If you encounter any problems connecting to or receiving an interpreter for any particular language, I am the guy to fix your problem. Dedicated to solving your every request or concern twenty four hours a day, seven days a week. lyndon Beckner IT project manager My role with Telelanguage is IT Project Manager/ Quality Control Specialist. I have been with Telelanguage since 2002 and have had the opportunity of assisting our customers in virtually every step of their experience with our over-the-phone interpretation. It is my job to ensure that the quality of our services meets and exceeds your expectations. ★ d EdicAtEd to SolvinG youR EvERy REquESt oR concERn twEnty fouR houRS A dAy , SEvEn dAyS A wEEK . ★ i t iS my joB to EnSuRE thAt thE quAlity of ouR SERvicES mEEtS And ExcEEdS youR ExPEctAtionS . Justin edwards network administrator city of Fort collins, co RFp 7451 Language Translation Kevin Rouch account Support manager With 10 years of experience in the Translation/ Interpretation industry I provide Telelanguage clients the knowledge they need in ensuring that their needs are met for providing critical communication to their own customers and patients. I offer an understanding of the challenges associated with communication to a variety of different people, languages and situations. ★ m y inSiGht offERS youR comPAny thE ABility to looK BEyond juSt thE initiAl intERPREtAtion cAll . Bruce Harris Vp customer Support I have been in the telephonic interpretation business for over 12 years and have helped many organizations overcome any language barriers they may encounter. While my expertise spans all applications for work with government, business, associations and non-profit organizations, my area of greatest expertise is in the healthcare industry. ★ i lovE BEinG A PRoBlEm SolvER foR my cliEntS And thAt ’ S why i chooSE to woRK with t ElElAnGuAGE . Jen nimon-Toki customer Relations city of Fort collins, co RFp 7451 Language Translation Telelanguage organizaTional cHarT Telelanguage adminiSTraTion leaderSHiP Team marKeTing and cuSTomer SuPPorT executive Leadership Telelanguage administration Leadership Team Marketing & Customer Support Andre Mon Belle Co-President leslie Mon Belle Co-President Justin edwArds direCtor of teChnol- ogy dePartment AndreA Miller direCtor of Customer serviCe dePartment richArd Joo direCtor of innovation dePartment lyndon Beckner it dePartment manager sergey MArAnJyAn direCtor of Canadian oPerations J. tyrone white interPreter CertifiCation manager kAzuki yAMAzAki interPreter CertifiCation manager Joyce coMBs offiCe management dePartment Ben FArMer teChnology dePartment Bruce hArris vP of Customer suPPort kevin rouch Customer suPPort Jen niMon-toki suPPort and liaison Andre Mon Belle relations and suPPort manager vicki Buck aCCounting suPPort manager FernAndo ciFuntes Customer suPPort MiriAM ludlow Business develoPment manager BriAn hAley Customer suPPort roxie o’Bien Customer suPPort city of Fort collins, co RFp 7451 Language Translation THe Power of diverSiTy diffEREnt BAcKGRoundS GivES tElElAnGuAGE A comPEtitivE EdGE At Telelanguage, diversity isn’t simply a word that looks nice in the proposal. It’s a strategic asset. By recruiting from the widest possible spectrum of talent and live experience, Telelanguage - one of the world’s leading provider of telephonic interpretation services and interpreter management software - can innovate, service thousand of customers, and tap into new markets more successfully than it’s rivals. For decades it has known that diversity makes for good business. Yet many of our competitors never reap the benefits of diversity. They get candidates in the door but don’t retain them. They don’t take the steps to encourage the unique contributions as a diverse workforce can make. They view diversity as a stand-along function that ends once an employee or interpreter comes on board, instead of a continuing process that integrated into the business. At Telelanguage, an integrated approach to diversity begins before the first resume is read. We sponsor leadership and workshop events for different ethnic community organizations. SuPPoRtinG ovER 200 lAnGuAGES. REcuRitS fRom thE widESt PoSSiBlE SPEctRum of tAlEnt And livE ExPERiEncE. wE SPonSoR lEAdERShiP And woRKShoP EvEntS foR diffEREnt Ethnic community oRGAnizAtionS. thE divERSity PRoGRAm At tElElAnGuAGE doESn’t juSt hElP ouR EmPloyEES to GRow And PRoSPER, it hElPS you ouR moSt vAluABlE cuStomER! ★ ★ ★ ★ WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 35 city of Fort collins, co RFp 7451 Language Translation Pricing & ServiceS cITy oF FoRT coLLInS, co Telephonic Interpretation Spanish ...............................................$0.90/min All Other Languages ............................$1.05/min Language Proficiency Screening, Evaluation and/or Testing Per person ................................................. $75.00 Other arrangements of per group rates could be individualized with your dedicated account manager. Please see attached fee schedule. Written Translation WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 36 city of Fort collins, co RFp 7451 Language Translation Translation Rates Language Per Word Minimum Language Per Word Minimum Arabic $ 0.30 $ 75.00 Japanese $ 0.30 $ 75.00 Cambodian $ 0.30 $ 75.00 Lithuanian $ 0.28 $ 70.00 Chinese $ 0.26 $ 65.00 Malay $ 0.36 $ 90.00 Farsi $ 0.30 $ 75.00 Mien $ 0.30 $ 75.00 Korean $ 0.30 $ 75.00 Norwegian $ 0.28 $ 65.00 Laotian $ 0.32 $ 80.00 Oromo $ 0.32 $ 80.00 Romanian $ 0.26 $ 65.00 Pashtu $ 0.32 $ 80.00 Russian $ 0.24 $ 60.00 Persian $ 0.32 $ 75.00 Croation $ 0.26 $ 65.00 Polish $ 0.28 $ 65.00 Somali $ 0.32 $ 80.00 Portuguese $ 0.26 $ 65.00 Spanish $ 0.24 $ 60.00 Punjabi $ 0.32 $ 80.00 Vietnamese $ 0.26 $ 65.00 Samoan $ 0.32 $ 80.00 Swedish $ 0.28 $ 65.00 Afghan- Tagalog $ 0.30 $ 65.00 Persian (Dari) $ 0.36 $ 90.00 Tao Chiew $ 0.36 $ 90.00 Albanian $ 0.28 $ 70.00 Tibetan $ 0.36 $ 90.00 Amharic $ 0.32 $ 80.00 Tigrinia $ 0.32 $ 90.00 Armenian $ 0.26 $ 65.00 Thai $ 0.30 $ 75.00 Bosnian $ 0.26 $ 65.00 Tigre $ 0.36 $ 90.00 Bulgarian $ 0.30 $ 65.00 Trukese $ 0.36 $ 90.00 Chamorro $ 0.36 $ 90.00 Turkish $ 0.30 $ 75.00 Czech $ 0.30 $ 65.00 Tongan $ 0.30 $ 75.00 Dutch $ 0.28 $ 65.00 Ukranian $ 0.24 $ 60.00 Estonian $ 0.28 $ 70.00 Urdu $ 0.36 $ 90.00 French $ 0.24 $ 60.00 All Others $ 0.36 $ 90.00 German $ 0.26 $ 65.00 Additional Services: Greek $ 0.26 $ 65.00 Rush Add 20% Hebrew $ 0.28 $ 70.00 Technical Add 20% Hindi $ 0.32 $ 80.00 Proofreading $50 / hour Hmong $ 0.30 $ 75.00 Transcription $50 / hour About 2hrs per Hungarian $ 0.28 $ 65.00 10 min tape Indonesian $ 0.34 $ 85.00 Formatting $50/ hour anything the Italian $ 0.26 $ 65.00 translator can't do WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 37 dAniel gArciA Customer suPPort ken cAMeron Customer suPPort lAurie wood Customer suPPort WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 34 As the Customer Relations Support Specialist my main role is to ensure that your company receives the best service that Telelanguage can provide! I do this by being available for you, our customer and also the Telelanguage Team. I will work with you directly by setting up and maintaining accounts, assisting with invoice and account inquiries and providing trainings. ★my mAin RolE iS to EnSuRE thAt youR comPAny REcEivES thE BESt SERvicE thAt tElElAnGuAGE cAn PRovidE! Telelanguage Team thE PowER of divERSity WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 33 My team supports our Internet systems, telephonic platforms, databases, and network equipment. I understand the need for redundancy to keep our critical services reliable. Our company is relied on by many mission critical large and small organizations and government entities. My team keeps a close relationship with our telco and ISPs to ensure that if we have any complications everything is resolved swiftly. ★ i will mAKE it my PRioRity to mAKE SuRE thAt youR oRGAnizAtion hAS A 100% REliABlE ExPERiEncE Richard Joo Director of Innovation I have been working for Telelanguage since 1999. My main role is to provision our overall process of IT Department to make our systems stable to support mission critical customers. I am in charge of handling our projects of software development from the initiation to completing the projects. I have excellent experiences and knowledge in Language industries to provide what customers need. ★ i Am in chARGE of hAndlinG ouR PRojEctS of SoftwARE dEvEloPmEnt Telelanguage Team thE PowER of divERSity WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 32 contRActS . leslie Mon Belle co-president Leslie is the secondary contact for accounting configuration and reports. Leslie oversees all company’s operations including but not limited to account support and accounting. Leslie has been with Telelanguage since it’s founding in 1991. She is a Gradtuate from Lewis & Clark College-1990 Bachelor of Arts in Business Administration and WillametteUniversity of Law- 1996- JD WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 31 PAGE: 25 or two call centers experience downtime. real feedBacK from real PeoPle “tElElAnGuAGE offEREd ExcEllEnt SERvicE, KnowlEdGEABlE, AttEntivE StAff And intERPREtERS. But thE mAin REASon foR chooSinG tElElAnGuAGE ovER othER PRovidERS iS BEcAuSE of thEiR REliABility And unPARAllElEd SuPPoRt duRinG thE timE whEn ouR cAll volumE hAd quAdRuPlEd —tAmARA wAttS, cuStomER within SAtiSfAction 24hRS.officER, ” AvAyA WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 24 Interpretation Services Confidential Information PAGE: 23 thE linE And collEctS nEEdEd infoRmAtion WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 22 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 20 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 16 How To worK wiTH an inTerPreTer on THe PHone WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 13 WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 12 cerTificaTion Program {TicP} WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 10 Interpretation Services Confidential Information PAGE: 9 t y Telelanguage WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 8 Knowledge, skills and Confidence Solid Strategic / operational capabilities Provider of choice and preferred provider Telelanguage organizaTional caPaBiliTieS WWW.TELELANGUAGE.COM 8 8 8 . 9 8 3 . 5 3 5 2 © copyright 2012-Telelanguage, Inc. Telephonic Interpretation Services Confidential Information PAGE: 7