Complete an organizational checklist

The second step toward language access is conducting an organizational checklist to better understand the type of contact your organization has with non-native English speakers (employees or clients). Your checklist should serve as a self-assessment that identifies language service needs and resources already available to help non-native English speakers access your benefits, programs, services, information, or other operations. Below are vital areas that should be assessed.

Organizational Checklist

Client Information

How many non-native English speakers are served by your organization monthly?

What percentage is this of your total client population?

What are the top 5 languages spoken by your clients?

Policies & Procedures

Does your organization track or record languages spoken by clients?

Does your organization permit family members, friends, children, or other persons to interpret for your client?

How are non-native English speakers notified of available language services?

Does your organization ensure that staff/volunteers are representative of the communities served?

Available Trainings

Does your organization require formal training before allowing staff, interns, or volunteers to provide language services?

Does your organization train staff, interns, and volunteers on how to work with a diverse clientele?

Does your organization offer to pay for interpretation certification courses for bilingual employees to become certified interpreters?

Points of Contact

Does your organization have bilingual staff, volunteers, or interns at different points of contact within your organization such as at the call center, reception desk, filling out paperwork, documenting a grievance, attending a meeting, or paying a bill?

Level of Interaction

Which points of contact have the greatest level of interaction and are most important for your organization to prioritize language services?

Does your organization provide language services (including translations) for information calls, outreach programs, public meetings and hearings, websites, written materials or complaints, and brochures?

Stakeholder Engagement

Does your organization solicit feedback from other community-based organizations and stakeholders, including clientele, regarding the organization's effectiveness and performance in ensuring meaningful access for all individuals (consider customer satisfaction surveys)?

Support for Employees

How many non-native English speakers work for your organization?

Does your organization provide compensation or stipends for staff, interns, or volunteers who use their bilingual skills at work?

Does your organization provide open enrollment information on employee benefits in multiple languages?