Language Access Services: Translations and Interpreters

How to Request Language Access Services

The Library's Communication/Public Information Office reviews, approves, and submits requests for program, event, and public information-related language access services.
C/PIO Manager: Baylor Johnson

Staff Requests:

1. Staff will discuss the document or request for interpreter services with a Program Coordinator (a) Bryana Salcido, Adult Program Coordinator or (b) Troy Tucker, Youth Program Coordinator.  

2. Program Division staff will ensure the content, style, and format conforms with marketing, branding, and federal plain language standards.  

3. Program Division staff will plan and streamline translation requests well in advance to ensure there is sufficient time for translations to be completed and interpreter services to be scheduled.

4. Program Division Manager is responsible for the budget, funding codes, and approving payment of invoices from translation/interpreter service vendors.

How To Request Translations and Interpreters

Written Information and Documents 

In-Person Onsite

Over-the-Phone or Remote Video

Program or Marketing Division Manager completes a Translation Request form.

Program Division Manager completes an Interpreter Request.

Staff uses Voiance language services to interact and communicate immediately with customers through oral or ASL interpreters.

Communications Division receives and approves Translation Request.

Program planner gets a quote from Communication by Hand for ASL interpretation requests and submits a PRF for Baylor to sign.

New Process for Requesting Sign Language Interpreters

The process is similar to what we use for performers:

  1. Get a quote from Communication by Hand: https://communicationbyhand.com/interpreter/  The city has a contract with this company for interpreter services.
  2. Fill out the latest version of the PRF and email it to Baylor to sign. 
  3. After Baylor approves and signs, you will need to email it to Lib.AP@AustinTexas.Gov to get a purchase order.
  4. Let Communication by Hand know their quote has been approved and to start filling the request.
  5. Once the event is complete, Communication by Hand will send you the invoice, stamp OK to Pay with your signature on it.
  6. Send the quote, signed PRF, purchase order and stamped invoice to Lib.AP@AustinTexas.Gov for finance to pay.

Preparing for Language Access Services

Service Contracts
The City contracted with multiple vendors to provide language access services to all City Departments. This is called a Master Agreement.  The Library's Finance Office, Contracts Manager handles our budget under the Master Agreement.
 
Individual Requests for Reasonable Accommodations
1) Contact the Business Process Consultant for individual customer inquiries or complaints about reasonable accommodations to access the library's programs, services, or materials.
2) Contact APL Human Resources for employees who have questions or need reasonable accommodations to perform work.

Planning Checklist
1) Identify multilingual program, events and locations months in advance.
2) Plan for associated marketing materials, including website posts, social media, and flyers. All program marketing materials should include the City's ADA Statement to inform the public who to contact to request accommodations.
3) Plan for accessible programs/events, such as ASL and interpreters months in advance.
4) Determine whether interpretation will be simultaneous (very high level, conference style) or consecutive (small group or one-to-one).
5) Translate materials well in advance of the program. Provide the oral language interpreter copies of the translated materials before the program. Oral Language Interpreters and ASL interpreters need to be familiar with the program materials that will be referenced during the program/event.
 
Submission Timelines
ASL and ADA Accommodations:  Two weeks before a planned program/event. This allows the ADA office to send us any adaptive devices, if needed.
 
Document Translation:  Two weeks before a planned program/event.  This allows staff to review the translated materials for accuracy, cultural sensitivity, and return for any edits.
 
Cancelling Services
Cancellations must be received no later than three days before the program/event.
Unforseen emergency cancellations may occur.
Communicatons Division must notify the City's ADA Office to cancel the interpreter services.  The Library is charged for services when the Interpreter arrives on-site, unless the cancellation was due to an unforeseen circumstance.
 
Late Individual Customer Requests
Customers may make a request for ADA or interpreter services within days of the program/event. Expedite the request through the Communications Office or Business Process Office.

City Interpreter Training

Interpreter training is conducted for qualified City staff multiple times each year. Please speak with your manager if you are interested in learning more about training opportunities.