This contract is set to expire on March 03, 2023. Enterprise Services is developing a new solicitation to replace this contract.
This Master Contract is for Spoken Language Interpreter Services for Over the Phone (OPI) and Video Remote (VRI) through on-demand and pre-scheduled options. Contractor shall provide on-demand and pre-scheduled over the phone interpreter (OPI) and video remote interpreter (VRI) services for spoken languages. Purchasers will request the services on an as-needed basis on-demand and scheduled. Contractor shall facilitate language identification prior to connecting Purchaser with interpreter. When Purchaser requests interpreter with topic specific expertise, Contractor must provide as available for the cost of the interpreter per the respective tier and the topic specific markup as identified in Exhibit A of the Master Contract. Once interpretation begins, the OPI or VRI call cannot be placed on hold or put into a queue.
OVER THE PHONE INTERPRETER SERVICES (OPI). Contractor shall provide services through a single toll-free number accessible through typical telephone connections, such as cell phones and landlines. Contractor shall seek clarification as necessary from Purchaser.
On-Demand: Contractor shall provide on-demand OPI services to Purchasers serving Limited English Proficiency individuals (clients) 24/7/365 without disruption for spoken languages. Contractor will receive OPI service requests from Purchasers through the Contractor-provided toll-free number. Contractor shall connect the Purchaser to an automated attendant or a customer service representative to route the call to language requested.
Pre-Scheduled. Contractor shall provide pre-scheduled OPI services. Purchasers shall place their pre-scheduled interpreter services through the Contractor provided Customer Service number. Contractor shall schedule pre-scheduled appointment requests within 48 hours of request. Contractor will provide written confirmation (email) to Purchaser of date, time, language, and number to dial for the pre-scheduled services. The number shall connect the Purchaser directly to the interpreter for the pre-scheduled service at the time of appointment. If appointment is requested with less than 48 hours advance notice, Contractor must put forth commercially reasonable efforts to schedule that appointment.
VIDEO REMOTE INTERPRETER SERVICES (VRI). Contractor shall seek clarification as necessary from Purchaser. Contractor shall provide the VRI services through a VRI application at no additional cost to Purchaser through a web portal on a computer, smart phone, or tablet. Contractor shall ensure the VRI application is browser neutral and compatible with the most common internet browsers and operating systems. Contractor must also ensure capability with older versions, preferably three (3) historical versions of the common internet browsers and operating systems.
On-Demand. Contractor shall make commercially reasonable effort to provide on-demand VRI services to Purchasers serving Limited English Proficiency individuals (clients) 24/7/365 without disruption for spoken languages. Contractor will receive VRI service requests from Purchasers through the Contractor VRI application.
Pre-Scheduled. Contractor shall provide pre-scheduled VRI services. Contractor shall schedule pre-scheduled VRI appointment requests within 48 hours of request. Purchasers shall place their pre-scheduled interpreter service requests through the Contractor provided Customer Service number or the VRI application or a designated email address. Contractor will provide written confirmation (email) to Purchaser of date, time, language, and application link or invite for the pre-scheduled services. The application link or invite shall connect the Purchaser directly to the interpreter for the pre-scheduled service at the time of appointment. If appointment request is with less than 48 hours advance notice, Contractor must put forth commercially reasonable efforts to schedule the appointment.
CONTRACTORS CONTACT INFORMATION:
Lionbridge
Name: John Drugan | Phone: 978-964-9550
Email:
John.Drugan@lionbridge.com
Language Link (CTS)
Name: Heather Harris | Phone: 360-433-0449
Email:
Sales@language.link
Secondary Option: The Department of Enterprise Services (DES) has signed Participating Addendums (PA) with Contractors on this NASPO Cooperative to provide On-Demand Remote Interpretation Services including Over-the-Phone Interpretation (OPI), Video Remote Interpretation (VRI) services. Services are for Purchasers and their Limited English Proficiency (LEP) clients (clients) who need interpreters’ services because they are uncomfortable speaking English, or their English is not clearly understood. OPI and VRI services will facilitate communication between clients and Purchasers through a remote spoken language interpreter when an on-site interpreter is not available or is cost prohibitive.
Please use the contractors on this Master Contract as your primary option. The NASPO Cooperative is a secondary option to provide additional contractors that we currently do not have on this Master Contract. The secondary options can be found under
Master Contract 09821.
GENERAL PRICING & ORDERING INSTRUCTIONS: Purchasers can select from any of the listed Contractors under each category in the Pricing Information section. Contractors may not provide services outside of the scope of their respective category award. When setting up an account with the contractor, placing an order or doing other business under this contract, reference the master contract unique identifier number. For details on scope of work, delivery, expectations, etc. this is outline in the embedded document in the Contract Specifications or within the executed Master Contract. For contracting documents please see Contracts and Amendment document in the DES portal page. Contact the Contractors directly for questions, quotes or to place orders, information is listed in the section below.
Purchasers will be able to view the awarded pricing on both the Pricing & Ordering Instructions or the executed master contact. The Pricing & Ordering instructions will include the contractor's name, Price, and contractor contact information.
CLICK HERE to view the Ordering & Pricing Instructions for this master contract and learn more about available services.
VACCINATION REQUIREMENT: In compliance with
Proclamation 21-14.1 – COVID-19 Enterprise Services has identified that this contract includes onsite work as an integral part of the contract scope. DES maintains and publishes a list of Contractors who perform onsite work as an integral part of their scope, including their status in regard to compliance on its
COVID information page.
LANGUAGE ACCESS SUITE OF MASTER CONTRACTS: Enterprise Services offers a wide suite of Language Access Master Contracts that eligible purchasers may find helpful, each one unique to its needs. To search for a master contract, select the
Find current Master Contracts that can be located on the
DES Website.
Written Translation Services:
01618
System Generated Client Letters, DSHS/HCA
04218
Translation Services – Written Word
03116
Communication Access Real-Time Transcription (CART)
15422
Communication Access Transcription (CAT)
American Sign Language (ASL):
03919
Interpreter Services with Independent Contractors
02120
Interpreter Services with Referral Agencies
Spoken Language Interpreter Services:
06821
Scheduling and Coordinating Software Solution
03514
In-person (IPI) Court Certified, Non-Court Certified and DSHS/HCA Client Appointments
02819
In-person (IPI), Over the Phone (OPI) & Video Remote (VRI) – Primary Option
09821
In-person (IPI), Over the Phone (OPI) & Video Remote (VRI) – Secondary Option
INTERPRETER QUALIFICATIONS: All Interpreters must be skilled to industry standards, expectations, and trends. Interpreters must have the proper certification based on the interpreting type of service. Below are the three main interpreter types of language access master contracts will require. These requirements are in alignment with
RCW 39.26.300.
Spoken Language Interpreter: Acceptable industry standards and expectations include the Washington State Department of Social and Health Services (DSHS)
Language Testing and Certification Program (LTC) or Authorization, guidelines outlined by the American Translation Association (ATA) for Interpreters, the Certification Commission for Healthcare Interpreters, or the National Board for Certification of Medical Interpreters. Interpreters trained through accredited higher education institution (university or college) programs, which are widely accepted by industry experts, the interpreter community, and by Washington State Purchasers are also acceptable.
PUBLIC NOTICES: Posted notices about the availability of language access services can be found on the DES website for the
Language Access Program. DES has found this is the most effective way to ensure persons with limited English proficiency can meaningfully access DES’s language access program information.
DES LANGUAGE ACCESS PURCHASER MEETINGS. As an additional resource, we are inviting eligible purchasers to monthly meetings to answer your questions, connect with other purchasers and get to know your needs around these contracts. Virtual meetings will be held the last Wednesday of every month, unless otherwise shown on the
DES Language Access Purchaser Meeting Calendar. All eligible purchasers who use statewide master contracts are welcome to register.
Register in advance for this meeting:
https://des-wa.zoom.us/meeting/register/tJ0sfumvrj8uHdUEkXzChkiEDARyaTG13mM-
After registering, you will receive a confirmation email containing information about joining the meeting.
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