positive outcomes, save dollars, generate social change - you can do it all with interpreters

7/29/2019 Positive Outcomes, Save Dollars, Generate Social Change - You CAN Do It All With Interpreters

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Positive Outcomes, Save Money &Generate Social Change:

Do It All With Interpreters!


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What is COLA?

Coming together organically, isolated

originally

Pulling together as a collective &collaborative Catholic organization

Changing the face of language access byworking together


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Objectives

Understand how to advocate to createdemand for language access

Understand how to capitalize on your

existing staff Understand the interpreter business

model and realistic profit expectations

All while exploring examples of CatholicInterpreting Agencies


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Why Advocate?

Better service for your clients

Better outcomes for your

clientsClients have the right to human

dignity of communication


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When Advocating for Language

Teach the Why?Teach the What?

Teach the legal requirementShow the benefits


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Why Interpreters?

To communicate!

Essential to human dignity

To reduce the staff time needed to

provide services, usually 30%To ensure your message is delivered

clearly without bias or confusion

Legally required in most instances


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Title VI of the Civil Rights Act of 1964

No person in the United States shall, on

the ground of race, color, or nationalorigin, be denied the benefits of, or besubjected to discrimination under any

program of activity receiving federalfinancial assistance.

42 U.S.C. 2000d.


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What is a Qualified Interpreter?

Have been tested and certified bilingual

Has received training in interpretingskills and understands methodology

Understands and complies withInterpreter Code of Ethics

Has practical experience


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Qualified Interpreters Have:

Language skills

Analytical ability

Listening and

recallInterpersonal

skills

Ethical behavior

Speaking skills

Cultural

knowledgeSubject

knowledge


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Steward Your Resources

#1 : Use trained interpreters

Reduces staff time (30%)

Improves outcomes

Reduces need for repetitive appointments

Risk management


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Still Stewarding your Resources

2. Invest in Training

3. Bilingual staff

4. Create scheduling system or outsource

5. Use COLA


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Stewarding Resources For External Interpreters

6. Use only qualified interpreters

7. Schedule appointments blocks by language

8. Use phone interpreting when possible(short, basic communication not reliant onbody language)

9. Communicate internally


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Stewarding Resources Internal Interpreters

Think outside the box

If you have a strong internal network ofinterpreters, consider creating an agency ofyour own!


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Interpreters as Social Enterprise

If you need interpreters your

community does as well!

Is there an external source of

interpreters?Can you start an interpreting social

enterprise?


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Understanding Your Market

Diversity of language

Existing competition

Unmet demand for services

Is the need and legal requirementsunderstood

Community commitment, need either public

or private sector buy in


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Leverage Your Existing Resources

Use bilingual staff to create a base of

interpreters

Recruit from your own bilingual clients

Will grow organically with need


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Timeframes & Requirements

Will take time!

Not a magic bullet or a one size fits allsolution

Will need initial capital investment,

Be prepared for no returns for the first 3 to 5years

Must have agency buy in capital, support,business model, marketing, etc.


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COLA Services

Document translations

Telephone interpreting

Consulting assistance

Interpreter certification training

Webinars

Cultural Competency training


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Proven Record of Success

Translation & Interpretation Network

Catholic Charities Community InterpreterServices

Language Access Metro Project


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Translation and Interpretation Network (TIN)

Established in 1999 using grant funding fromthe Texas Department of Health and HumanServices.

Created to provide language services toLimited English Proficiency (LEP) clients

Converted to for-profit business in 2006

History


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Perspective

True social enterprise model: business for

social goodTriple bottom line:

Social Mission

Fiscal Mission

Agency contribution

Seeking to expand into other markets toadvocate for language access everywhere


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History

Catholic Charities Community Interpreter

Services; established in 1986Dignity of person/Align with CCAB Mission

Public-Private partnership of Catholic

Charities & MA Dept. of Social Services

Portfolio Mix & Reinvestment Strategy

26 years later: 55% private customers, 45%public (state); 35% profit margin; $1.58Mgross FY12


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Perspective

Branding: Catholic Charities or Community

interpreter Services?Key Factors for Success

Public/State buy-in and support; vendor list

Spend money to make money

Invest in technology and staff

Future Focus: increase written translationbusiness, video-interpretation


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HistoryLighting the way to cross-cultural communication

Formed in October of 1997 bythe ArchbishopsCommission on

Community Health, after

identifying immigrants andrefugees as one of the

populations facing barriersto health care

MISSION:

To reduce the language andcultural barriers forimmigrants and refugeesseeking health care and

social services in the St.Louis area.


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Perspective

Educating LEP communities on their rightsCollaborating with community social

service providers on grant funding for

language accessFuture focus: video interpreting, increase

translation business and cultural

competence training

Lighting the way to cross-cultural communication


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COLA Revenue

$0

$500,000

$1,000,000

$1,500,000

$2,000,000

$2,500,000

$3,000,000

$3,500,000

$4,000,000

$4,500,000

$5,000,000

2009 2010 2011

Translation & Interpretation Network Catholic Services Community Interpreter Services Language Access Metro Project


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Success of Interpreting as Social Enterprise

Social Enterprise should strive to

introduce the most innovative,sustainable options

Success comes when othersreplicate their efforts to achieve

the maximum impact


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COLA MeetingHave More Questions?

Q&A COLA Meeting

Tonight at 6:30 to 8 pm

Sterling 7 2nd Floor


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positive outcomes, save dollars, generate social change - you can do it all with interpreters

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