Staff Training and Utilization of Telephonic Interpretation Service and Language Access Service Guidelines and Procedures for Federally Funded Entities. City of Shoreline’s CTS Language Link Interpretation Service Staff Training Assessment and Next Step Recommendations for Creating Language Access Services Guidelines and Procedures

Abstract

At the City of Shoreline there is an absence of guidelines and procedures for language access services and underutilization of the on-demand telephonic interpretation service, CTS Language Link. This study found inconsistent staff training for CTS Language Link telephonic interpretation service at City of Shoreline is the reason for underutilization of the service. The absence of guidelines and procedures for interpretation and translation services prevent staff from providing meaningful access to LEP persons. Providing consistent staff training on language access services and a toolkit will guide staff to provide meaningful language access services for Shoreline’s LEP population.