Type of Services - Migration Policy Institute



Interpreter Services Proposal Evaluation

Agency:

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Interpreter services availability

(Write in days/ hours when interpreters are available to provide services)

|Weekday hours | |

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|Weekend hours | |

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Scoring

The table below is intended to be used as a guide for evaluating interpreter services proposals to Hennepin County. Some topics can best be scored with a simple True/False response, and others are better answered according to a scale. Provide a score for each topic and then add up the scores to arrive at an overall proposal score.

|Topic |Criteria |Scoring Guide |

|Geographic service area |Can serve all seven metro areas (Hennepin, Ramsey, Scott, |False = 0 or True = 5 |

| |Carver, Anoka, Dakota, & Washington). | |

|Request for extra compensation |Is willing to contract on a per hour basis (i.e. does not |False = 0 or True = 5 |

| |have two-hour minimum) | |

| |Does not request extra compensation for travel time, |False = 0 or True = 5 |

| |parking, & mileage. | |

| |Does not charge a referral fee. |False = 0 or True = 5 |

| |Does not charge extra fees for after-hours coverage. | |

| |Does not charge a legal interpreting fee for services | |

| |provided for Corrections, Probation, Jail, etc. |False = 0 or True = 5 |

|Rate Limits |Telephone rates do not exceed $1.25/min, on-site oral |False = 0 or True = 10 |

| |services do not exceed $42/hr, and ASL rates do not exceed| |

| |$55/hr. | |

|B. & C. Relevant current or past|Has been providing interpreter services for at least three| |

|experience |years |False = 0 or True = 5 |

| |Has had previous experience providing services for | |

| |Hennepin County or similar clients without major |False True |

| |problems/complaints |0 1 2 3 4 5 |

|D. Background and qualifications |Administrators/ service coordinators/ staff appear to be |False |

|of staff |well-qualified to perform duties required of them. |True |

| | |0 1 2 3 4 5 6 7 8 |

| | |9 10 |

|E. & F. Interpreter training and |Training offered and/or required by agency is |False True |

|competency verification |comprehensive and effective. |0 1 2 3 4 5 |

| |Outside training or certification has been completed by | |

| |the majority of staff (e.g. University of MN’s Community |False True |

| |Interpretation Program and/or certification in legal |0 1 2 3 4 5 |

| |interpreting MN Supreme Court Programs). | |

| |Agency will incorporate Countywide Interpreter Standards | |

| |into their training process. | |

| |A comprehensive process to verify interpreter competency | |

| |is utilized (e.g. interviews at initial hire, background | |

| |checks, performance reviews, etc.) |False = 0 or True = 5 |

| | | |

| | | |

| | |False True |

| | |0 1 2 3 4 5 |

| | | |

| | | |

|H., I., J., & K. |If on-site interpretation is provided, |On-site |

|Service provision |Services are guaranteed within one hour of initial request|False = 0 or True = 10 |

|* Scores should be added up and | | |

|then averaged. Do not score |If telephone interpretation is provided, |N/A |

|services that are not provided; |Services are available either immediately or within | |

|simply mark with N/A and omit |fifteen minutes of initial request. |Telephone |

|from average score calculations. | |False = 0 or True = 10 |

| |If sign language services are provided, | |

| |- Level 3 certification is required of general and |N/A |

| |medical interpreters | |

| |- Services are guaranteed to be provided within two hours|Sign language |

| |of the initial request. |False = 0 or True = 10 |

| | | |

| |If translation services are provided, | |

| |- The review/proofreading process is thorough (e.g. |False =0 or True = 10 |

| |include a community panel review and back translation) | |

| |- Turnaround times are generally three days or less |N/A |

| | | |

| | |Translation |

| | |False = 0 or True = 10 |

| | | |

| | | |

| | |False =0 or True = 10 |

| | |N/A |

| | | |

| | | |

| | |*AVERAGE SCORE ____ |

|L. Service request processing |Requests are handled by a live operator instead of an |False = 0 or True = 5 |

|procedure |answering service/voicemail | |

| |Calls are answered 24 hours/day. |False = 0 or True = 5 |

|M. Quality of service |A thorough effort is made to self-evaluate the quality and|False |

|self-evaluation |effectiveness of services provided, (e.g. regular staff |True |

| |performance evaluations, complaint investigations, etc.) |0 1 2 3 4 5 6 7 8 |

| | |9 10 |

|N. Invoices |Invoices are formatted to enable health care providers to |False = 0 or True = 5 |

| |bill in 15-minute units of services | |

|O. Statistical reports |Reports including costs, language usage, and general |False = 0 or True = 5 |

| |interpreter usage by Hennepin County departments and | |

| |subunits are available on a regular basis. | |

|P. Ability to adjust to changing |Is able to reasonably and effectively adjust to changes in|False True |

|needs and trends |Hennepin County needs or changes in emerging language |0 1 2 3 4 5 |

| |groups. | |

|Q. Confidentiality policies and |Ensures client confidentiality through policies and |False = 0 or True = 10 |

|procedures |procedures in compliance with MN Data Practices Act and | |

| |HIPAA. | |

|R. Meets insurance requirements |Can provide assurances or documentation that agency meets |False = 0 or True = 5 |

| |insurance requirements in Section 7b of Appendix C. | |

|S. Fair wages and benefits |Interpreter wages meet or exceed $18/hour. |False = 0 or True = 5 |

|U. Cancellation policy |Requires only one step to cancel interpreter requests (one|False = 0 or True = 5 |

| |phone call, e-mail, fax, etc.) | |

| |Requires one hour notice (or less) in order to cancel |False = 0 or True = 5 |

| |request | |

| |Does not charge for cancelled appointments |False = 0 or True = 5 |

|V. Failure to appear policy |Has a written policy on the failure of interpreters to |False True |

| |appear for scheduled appointments that includes a clause |0 1 2 3 4 5 |

|Bonus Section* |Requires interpreters to wear an identification badge at |False = 0 or True = 5 |

|*If these particular topics are |all times | |

|covered in the proposal, award |Has and enforces a dress code policy |False = 0 or True = 5 |

|bonus points accordingly. |Has and enforces a cell phone policy (e.g. cell phones | |

| |must be shut off while working in a medical setting) |False = 0 or True = 5 |

| | | |

| | |TOTAL SCORE |

| | | |

| | |(160 possible + 15 bonus ) |

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Types of services provided

(Check all that apply)

|On-site face-to-face general interpreter services | |

|On-site face-to-face medical interpreter services | |

|On-site face-to-face legal interpreter services | |

|Telephone interpreter services | |

|Sign language services | |

|Document translation services | |

Languages offered

(Check all that apply)

|Amharic | |

|Arabic | |

|Bosnian/Serbo-Croatian | |

|Hmong | |

|Karin | |

|Khmer (Cambodian) | |

|Laotian | |

|Oromiffa | |

|Nuer | |

|Russian | |

|Somali | |

|Spanish | |

|Thai | |

|Vietnamese | |

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