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The call platform allows us to maintain accurate records of all call connection times. Any <br />instances where interpretation did not begin within forty-five (45) seconds or where no <br />interpreter is available will be identified. On a monthly basis, these calls will be itemized and <br />deducted from the monthly invoice total with the amount deducted reflected on the invoice. If <br />an agency staff member is presented with a situation where the caller cannot be directed to the <br />cards or is unable to read and respond to them, the staff person can always choose to connect <br />directly to a Customer Service Assistant. The Assistants take the following steps to identify a <br />caller’s language: <br />●The assistant will attempt to identify a commonly understood language (e.g. Spanish, <br />French, Arabic) using standardized prompts. <br />●If a common language can be identified, they will use standardized prompts to <br />determine the place of origin including the hometown. <br />●From this information, assistants can identify the most likely languages spoken and <br />prompt the caller to respond in the affirmative when the language is identified. <br />Translation Services <br />At Accent, translation is a progression of steps culminating in a product that is complete, <br />technically accurate, free of grammatical errors, and reflective of standard, idiomatic usage of <br />the target language, while preserving the intent and emphasis of the original text. To <br />accomplish this objective, Accent applies a thorough procedure to all written translation <br />services. The following graphic summarizes Accent’s translation process workflow that will be <br />applied to the translation of any materials provided to us by the City, in compliance with all the <br />City’s requirements specified in the Scope of Work. <br />Accent on Languages Response 24-022A 9 <br />Volume I - SOQ <br />  <br />  <br />City Council 10 – 195 10/1/2024