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The Department of Youth and Community Development Language Access Policy and Plan I. Agency Mission and BackgroundCreated in 1996, the Department of Youth and Community Development (DYCD) was formed to provide the City of New York with quality and efficient youth and community programs. DYCD provides funding for services to elementary, middle and high school youth as well as adults, families and seniors. With few exceptions, such as Youth Connect and DYCD’s website, the agency does not provide direct services, but rather monitors human services contracts with thousands of community-based organizations. MISSION STATEMENTThe New York City Department of Youth and Community Development (DYCD) invests in a network of community-based organizations and programs to alleviate the effects of poverty and to provide opportunities for New Yorkers and communities to flourish. ?VISION STATEMENT??DYCD strives to improve the quality of life of New Yorkers by collaborating??with local organizations and investing in the talents and assets of our communities to?help them develop, grow and thrive. ????????????????The agency: Administers available City, state, and federal funds to youth and community programsDevelops, coordinates, and oversees implementation of youth programs and activitiesServes as the designated Community Action Agency in the City of New York for administration of Community Service Block Grant (CSBG) funds to address the conditions of povertyOversees all youth employment programming and administers Workforce Investment Act funded youth employment servicesPromotes public awareness of services and resources available to youth and communitiesAwards contracts to a broad network of community-based organizations that provide quality programs and services that adhere to the highest standards and are committed to sound fiscal managementPartners with leadership in the corporate and non-profit sectorsFunctions as the lead agency for the Interagency Coordinating Council on Youth (ICC).DYCD funds a wide range of innovative, practical and quality programs that positively impact youth and communities, including:Afterschool programs, including the nationally known Beacon programs; COMPASS, the largest municipally funded afterschool initiative in the country; and the Cornerstone Initiative in public housing developmentsYouth workforce development programs including the Summer Youth Employment Program (SYEP), Train & Earn, Intern & Earn, Learn & Earn, and Work, Learn & Grow Runaway and homeless/LGBTQ youth outreach and sheltersFamily support services, including the Fatherhood InitiativeLiteracy programsImmigrant services programsTechnical assistance and capacity building for community-based organizationsDYCD is committed to building and expanding?on partnerships that generate innovative?and practical programs for youth, their families, and communities. DYCD directly administers Youth Connect which provides information and assistance to callers in over 180 languages. Additionally, discoverDYCD allows users to search in multiple languages for DYCD-funded programs, by borough, neighborhood or zip code, and?provides contact information, activities offered, and a mapping feature with navigation.II. Agency language access policy and goalsDYCD is committed to ensuring that all New Yorkers are able to learn about and enjoy services available to them. DYCD’s overarching goal for language access is to allow access and utilization by LEP individuals into DYCD’s array of services. This goal will be met by: Providing interpretation services to LEP callers to Youth Connect to access services and ask questions to Youth Connect Resource Specialists Ensure that interpretation services are available at DYCD central offices Ensure that resource information on the DYCD website can be translated into the required languages Ensure universal enrollment form is available in the 10 designated languagesTranslating commonly distributed documents in the 10 designated Citywide languagesEnsuring that “plain language” is used whenever possible Translating community needs assessment forms in 10 designated Citywide languages Ensuring DYCD staff and the public are aware of DYCD’s Language Access policies Designate a Senior Staff Member as Language Access Coordinator: Andrew Miller, Senior Director for Intergovernmental Affairs Language Access CoordinatorNew York City Department of Youth and Community Development123 William Street, New York, NY 10038646-343-6738amiller@dycd.III.LEP Population Assessment With more than three million foreign-born residents from more than 200 different countries, New York is home to one of the most diverse populations in the world. New Yorkers come from every corner of the globe and speak over 200 different languages. Nearly one-half of all New Yorkers speak a language other than English at home, and almost 25 percent, or 1.8 million persons, are not English Proficient.In a 2016 Community Needs Assessment across the City’s 42 Neighborhood Development Areas, DYCD asked survey respondents the primary languages spoken at home. The highest percentage of respondents indicated that the primary languages spoken at home were English, Spanish and Chinese. This data is available by each Neighborhood Development area () which is helpful in determining the specific language needs of each NDA. The United States Department of Justice states that agencies “should apply a four-factor test to decide what steps to take to provide meaningful access to their programs and activities to their programs and activities for LEP persons.” The four factors include:The number or proportion of LEP persons served or encountered in the eligible service areaThe frequency with which LEP individuals come in contact with the programThe nature and importance of the program, activity, or service provided by the program The resources available to the Department, and costs associated with different language service optionsTo better assess these four factors, the Universal Application Form asks three specific Language Access questions to help DYCD identify Language Access needs of participants and communities: How well does the applicant speak English? (Select One): ? Fluent/Very well ? Well ? Not well ? Not well at all Applicant’s Primary Language (Select One): ? English ? Albanian ? Arabic ? Bengali ? Chinese* ? French ? Fulani ? German ? Gujarati ? Haitian Creole ? Hebrew ? Hindi ? Hungarian ? Italian ? Japanese ? Korean ? Kru, Ibo, or Yoruba ? Mande ? Punjabi ? Persian ? Polish ? Portuguese ? Romanian ? Russian ? Spanish ? Tagalog ? Turkish ? Urdu ? Vietnamese ? Yiddish ? Other: _______________________________________________ *including Cantonese and Mandarin Other Languages Spoken by Applicant (Select all that Apply): ? English ? Albanian ? Arabic ? Bengali ? Chinese* ? French ? Fulani ? German ? Gujarati ? Haitian Creole ? Hebrew ? Hindi ? Hungarian ? Italian ? Japanese ? Korean ? Kru, Ibo, or Yoruba ? Mande ? Punjabi ? Persian ? Polish ? Portuguese ? Romanian ? Russian ? Spanish ? Tagalog ? Turkish ? Urdu ? Vietnamese ? Yiddish ? Other: _______________________________________________ ? Not applicable (only one language spoken by applicant) *including Cantonese and MandarinIV.Provision of Language Access Services New Yorkers are made aware of DYCD’s services through its website (), the discoverDYCD portal () and Youth Connect (1-800-246-4646 or 646-343-6800). The DYCD Website includes translation into all 10 required languages plus many others for over 180 language options. It provides information to young people, parents and community-based organizations about DYCD-funded services and how to access funding opportunities. discoverDYCD allows users to search in multiple languages for DYCD-funded programs, by borough, neighborhood or zip code, and?provides contact information, activities offered, and a mapping feature with navigation. Recently DYCD officially launched discoverDYCD 2.0. (). This initial release provides enhanced search capabilities for New Yorkers to find DYCD resources in over 180 languages.?In the future, DYCD will launch the?sign-up feature which allows users?to apply to many of DYCD-funded services directly from the web or smart phone in all required languages. The goal is for discoverDYCD to serve as the hub?to develop pathways for?our participants, enable access to other City services and benefits, directly capture participant feedback, and market events. Youth Connect is a resource and referral service for youth, families and community-based organizations (CBO) utilizing web-based strategies and a confidential toll-free hotline. Youth Connect’s mission is to increase access to and visibility of New York City’s opportunities for young people by serving as a one-stop shop for all youth-related resources in NYC. Youth Connect and receptionists at DYCD main offices provide information and assistance to callers in over 180 languages. In 2018, Youth Connect received 1,028 calls that required interpretation services. Additionally, participant recruitment and outreach for all the programs that DYCD funds are the responsibility of the funded community-based organizations. DYCD expects providers to offer services that are culturally competent and meet the needs of the communities they serve. Several DYCD-funded programs specifically target immigrant communities, and concentrate outreach to LEP communities and provide an array of services such as ESOL and civic classes, services for immigrant families, basic immigration application assistance and referrals to other services.In addition, the universal application form and community needs survey is available in all 10 required languages and makes commonly-used Youth Connect promotion material available in the 10 languages. DYCD has also made available flyers required by law available in the required languages including bullying resources and opioid awareness material. DYCD is currently reviewing other promotional material to ensure that they allow for wider promotion of DYCD programs in multiple languages.Notification of free interpretation Additionally, DYCD advertises services in multiple newspapers, including the Haitian Times, Russkaya Reklama (Russian), El Diario (Spanish), Pakistani Post (Urdu), Weekly Thikana (Bengali) and Polska Gazeta (Polish). DYCD tracks calls received by Youth Connect requiring Language Line interpretation. Multilingual Signs DYCD has two sets of signs: one for DYCD main offices and the other for DYCD’s funded organizations. The majority of visitors to DYCD’s offices are representatives from our contracted organizations. DYCD receptionists utilize tools developed by the Mayor’s Office to assist agencies in the implementation of their language access services. These tools include standard signage and language identification tools. The signs have been updated to include all 10 languages plus others for a total of 22. The second set of signs are posted on-site at funded community-based organizations. The signs in the 10 languages list DYCD as a funding source and directs questions, comments and concerns to 311. As part of DYCD’s Evaluation and Monitoring Tool (EMT), programs are evaluated for compliance. Translation of Public Outreach Materials DYCD contracts out translation services of promotional materials and community needs assessment surveys. To augment the contracted translation services, we have staff that can voluntarily assist in translation of promotional material in multiple languages such as Spanish, Haitian Creole, French, Russian, Bengali, Urdu, Chinese and Arabic. Launching Enrollment and Parental Consent Language Access DYCD Connect is a component of the first major upgrade to DYCD’s information technology systems in nearly 20 years. DYCD Connect builds on the successes of several other systems improvements that are helping DYCD achieve its integration goals, improve data collection and evaluation, and provide a user-friendly system for staff and community-based organizations. DYCD Connect is a single point of entry for DYCD staff, and all community-based organizations and technical assistance (TA) providers that will need access to DYCD’s online systems. DYCD Connect will incorporate three applications: Participant Tracking System; Evaluation Monitoring System, which is for program evaluation and monitoring; and CB Advance, where providers can request capacity building support. DYCD will enable users to enroll in programs and provide parental consent in their own languages. DYCD Connect also asks users about primary language spoken at home to look at local and citywide needs. Community Needs Assessment (CNA)In 2016, DYCD conducted a Community Needs Assessment (CNA) to collect feedback directly from New York City residents and institutional leaders on the service needs and gaps present in their communities. It also gathered input from directors of DYCD-funded programs and participants in anti-poverty programs funded by the federal Community Services Block Grant (CSBG). In its role as the designated Community Action Agency for New York City, DYCD is advised by the Community Action Board (CAB), a Citywide body that that participates in community development efforts and works with Neighborhood Advisory Boards (NABs) in neighborhoods that receive CSBG funding. The NABs are aligned with designated geographic districts where poverty is concentrated, known as Neighborhood Development Areas (NDAs). Currently, there are 42 NDAs and 42 associated NABs, each with twelve seats. Among the key responsibilities of the NAB members is the assessment of community needs and setting program and funding priorities for the benefit of low-income residents in their NDA. As a result of this large-scale collection of electronic and paper surveys, more than 13,400 surveys were gathered from New Yorkers, including youth and adults from the City at large, attendees of public hearings, public school principals, faith-based leaders, interfaith organizations, recipients of CSBG-funded programs, community board leaders, community-based organization program directors, representatives from each NDA, employers from DYCD’s Ladders for Leaders and elected officials. The Adult Survey was translated in several prevalent languages including Spanish, Haitian Creole, Bengali, Russian, Cantonese and Mandarin. Stakeholder groups had different perspectives on programs they needed or desired: Adults (food and nutrition assistance; English classes; and afterschool programs); Youth (internships; culinary arts, cooking, or baking; and career exploration); Faith-based organization leaders (afterschool programs; housing assistance; and adult education/literacy services); Public school principals (employment training; adult education/literacy; and English classes). In terms of Language Access, the highest percentage of adult respondents indicated that the primary languages spoken at home were English, Spanish, and Chinese. Plans are underway to conduct another needs assessment in 2019 to help guide future funding decisions. The needs assessment will be in all 10 required languages and Yiddish. DYCD will use the information collected from the CNA to plan and design more effective programming, to better align and connect programming and service providers at the community level, and to advance its Mission and Vision Statements, and Guiding Principles. The data will also be used to inform DYCD’s strategic planning and to serve as a resource for NAB members as they set funding priorities for CSBG-funded programs. The findings from the CNA are already informing several important strategic initiatives and new directions for the agency. For example, DYCD aims to build on the successes of this community needs assessment with further input across neighborhoods and community members and expanded use of technology to facilitate data collection. V.Training Frontline Staff DYCD staff who work in direct contact with the public take part in customer service and Language Line training. These may include front-line staff, DYCD receptionists and Youth Connect Resource Specialists who are required to participate on an annual basis. Attendance is documented for each training session. VI. Record Keeping and Evaluation DYCD will maintain records of language services provided by the agency, including the number of Youth Connect calls needing interpretation assistance, complaints, a list of documents translated and disseminated, and Language Line invoices. VII.Resources analysis and planningImplementation of the Plan, coordination and management of translation services and ensuring compliance with Local Law 39 will be provided by DYCD staff:Senior Director of Intergovernmental Affairs, who serves as the Language Access Coordinator, shall work with units to:Coordinate the implementation of the Language Access Policy Review the use of language interpretation services from Youth Connect and central office locations through Language Line and Volunteer Language Bank Ensure DYCD’s most commonly distributed documents are translated into necessary languages Track and resolve complaints concerning Language Access VIII.Outreach and Public Awareness DYCD will post its updated Language Awareness Policy on its website where all stakeholders have access to it. DYCD also advertises its services in multiple newspapers, including the Haitian Times, Russkaya Reklama (Russian), El Diario (Spanish), Pakistani Post (Urdu), Weekly Thikana (Bengali) and Polska Gazeta (Polish). plaint ProcedureMembers of the public may make complaints concerning Language Access through Youth Connect, the DYCD Commissioner’s office or directly through the Language Access Coordinator. The Language Access Coordinator will be responsible for keeping a log of all complaints, and ensuring that all complaints are addressed in a timely fashion. XImplementation Plan LogisticsMonitoring the Language Access Plan The Language Access Approach is regularly reviewed by the Language Access Coordinator and Language Access Committee to ensure the agency is adhering to the policies and procedures it established in this area. The members consist of staff members across a variety of program areas and offer extensive input on how to better meet the needs of LEP persons. They were selected by unit heads for their specialty in Language Access for an undetermined term. The Language Access Committee reviews:Effectiveness of existing language assistance to LEP persons Changes in programs LEP population Changes in the frequency of encounters with LEP language groups Correspondence from NYC residents regarding language access (comments, compliments, complaints)Updates to the Volunteer Language Bank Language Access and all other complaints can be made directly through Youth Connect, through 311 and directly to the DYCD Commissioner’s office. Complaints would be immediately forwarded to the Language Access Coordinator to investigate. Records concerning language access complaints would be kept with the Commissioner’s office and the Language Access Coordinator. Language Access GoalsMilestonesIdentify Language Access CoordinatorAndrew Miller serving in role Develop complaint form on websiteConvene first biannual LA CommitteeCommenced Review widely-distributed materials for translationOngoing and plain language Next LEP community surveyScheduled for Summer 2019Multilingual signs at DYCDImplemented Universal Application Form translatedImplemented Language Access PlanOn March 18, 2017, Mayor de Blasio signed Local Law into law to advance language access in NYC which expanded language access into ten designated citywide languages.DYCD is committed to ensuring that all New Yorkers are able to learn about and enjoy services available to them. DYCD’s overarching goal for language access is to allow access and utilization by LEP individuals into DYCD’s array of services.Members of the public may make complaints concerning Language Access through Youth Connect (1-800-246-4646), the Commissioner’s office or to DYCD's Language Access Coordinator:Andrew Miller, Senior Director for Intergovernmental Affairs Language Access CoordinatorNew York City Department of Youth and Community Development123 William Street, New York, NY 10038646-343-6738amiller@dycd. ................
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