ADMINISTRATIVE INSTRUCTION
SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
PURPOSE:
To establish a policy for multilingual services and communication that:
1. Defines Citywide standards, responsibilities for resources, and procedures for multilingual translation and interpretation services;
2. Enhances all
City government regardless of their primary language;
3. Recognizes and institutionalizes the importance of multilingual and multicultural
4. Complies with federal and state requirements for language access.
DEFINITIONS:
Bilingual employee: A City employee who receives bilingual pay and is on the list of employees certified for bilingual translation maintained by the Human Resources Department.
Community engagement: Any activity that involves working with residents and other community members to connect them with services and/or programs, elicit community feedback or input, or proactively share information about City-related programs, services, and/or policies.
Essential document: Any written material that is necessary to understand and/or access City- related services, programs, and policies as determined by the City Manager or designee.
Language access: Language assistance that results in accurate, timely, and effective communication at no cost to the individual requesting access.
Predominant language: Any language spoken by at least 5% of Mountain View residents who very well
very well
and updating the list of predominant languages in Mountain View. Current information can be found in Attachment A.
Primary language: The language in which an individual most effectively communicates.
EXHIBI T B
Attachment 4
ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
POLICY: 1. The City of Mountain View is committed to making every reasonable effort to provide meaningful access to essential information, quality services, and the democratic process for all community members. 2. All City staff are responsible for assisting members of the public seeking access to City services and information in their primary language. 3. Any individual who is inhibited from accessing essential City information, services, and public meetings by their ability to speak English may request translation or interpretation services which, if available, will be provided by the City without charge to the individual. 4. City staff will make reasonable efforts to proactively provide meaningful access to essential information in the predominant languages spoken by Mountain View residents. Staff will also make reasonable efforts to translate and distribute other information that is essential or highly relevant to community members in the predominant languages spoken by Mountain View residents. 5. The City shall prioritize which documents and written communications should be translated interest in, each document and written communication. The highest priority will be given to information that is essential to the health and safety of the public. This includes information and services related to emergencies, including, but not limited to, a declared federal, state, or local disaster; information regarding heating or cooling centers; and other information related to weather-related emergencies. In times of normal operations, the highest priority will be given to information and services related to basic access to City services and topics essential to impacted community members, determined via regular community engagement. 6. Categories of City documents and written communications that staff should consider translating as a matter of routine include, but are not limited to: a. Emergency notices, applications, consent forms, intake forms, or other materials related to health and safety concerns, which shall be given the highest priority.
ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
b. Notices regarding the availability of language assistance services provided at no cost. c. d. Documents that have the potential for determining eligibility or access to services or participation in City programs or activities. e. Written notices of fines or rights; notices of denial, loss, or decreases in benefits or services; and notices of administrative or other hearings. f. Forms or written material related to individual rights. g. News releases, notices of community meetings, or other sensitive community engagement materials, particularly those related to social impact programs or policies. h. Documents related to legal processes, rights, and decisions, including administrative complaint, release, or waiver forms; claim or application forms; and letters of findings. 7. Departments supporting Council advisory bodies are not required to translate formal public meeting notices, agendas, or minutes under this Policy. However, translation is encouraged for agenda items and reports regarding issues that are essential and/or highly relevant as determined by community interest. City Council and Council advisory body meeting notifying the public that meeting materials can be translated and made available upon reasonable advance request as determined by the City. Interpretation of a public meeting or hearing held by the City Council or a Council advisory body shall be provided if requested by members of the public at least two (2) business days in advance. Pursuant to Government Code Section 54954.3(b)(1), at least twice the allotted speaking time will be provided to a member of the public who utilizes a translator. 8. City staff will make reasonable efforts to ensure that community engagement, public information and outreach campaigns, public meetings, community events, and ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
multicultural community. In addition to language access, staff should consider the following: a. The date and day of the week on which the event is being held and if it conflicts with cultural celebrations or observation of cultural traditions. b. The time at which and the day of the week on which the event is being held and whether providing food and/or child care would increase access and be culturally appropriate. c. Culturally appropriate formats for seeking input and facilitating discussion in the context of: ; Norms around conflict, dissent, and public participation; Attitudes toward government and professionals; and Power dynamics based on age, gender, socioeconomic status, education, etc. d. The culturally informed expectations of participants and the intentions of City staff regarding the use of community input or feedback. e. The level of trust or distrust in government and familiarity with City government that participants may have. f. The inclusion of multiple traditions or perspectives in Citywide events. 9. Nothing in this Policy shall preclude a department, division, or program from providing language accessibility services in addition to the standards described herein. All City departments, divisions, teams, and staff are encouraged to explore and pursue opportunities to increase multilingual access to City programs, services, policies, projects, and information. 10. This Policy is not intended to supersede or alter other rules and legal standards relating to translation and/or interpretation obligations.
ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
PROCEDURE: Responsibility Action Identify predominant languages in the City of Mountain View using data from the most recent Census or American Community Survey and communicate results to the organization. Hire, train, and manage translators and interpreters to meet the needs of the City based on the predominant languages in the City. Coordinate and maintain Citywide telephone interpretation and written translation contracts. Create, maintain, and disseminate a process and procedure for translation of written materials requests and interpretation/ translation services for meetings and events requests. Receive interpretation/translation requests and provide and/or arrange for interpretation/translation at public meetings and City events on request or as needed. Receive requests for translation of written materials and provide for and/or arrange for translation services. Develop and coordinate with Human Resources regarding staff training on this Policy, language access needs in the community, and associated resources, procedures, and practices and provide supplemental training and technical assistance to staff on this policy, predominant languages, identification of community needs, procedures, and other topics and/or considerations associated with the Language Access and Multicultural Engagement Policy as needed. Ensure that essential content available on the City website is accessible in predominant languages in the City.
ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
Responsibility Action Collaborate with all City departments so that information shared in City news releases, flyers, and other communication channels is accessible in predominant languages when appropriate. Develop best practices for planning events and meetings and developing communications with a multicultural lens. Coordinate periodic Citywide review and update of lists of translated and untranslated essential documents. Periodically evaluate and report to the City Manager on the use of multilingual resources. Periodically review this Policy and update as needed. All City Departments Establish a procedure that is appropriate for department operations and level/type of community interaction for: Responding to requests for language access resources. Providing appropriate multilingual community engagement and communications aligned with the Policy. Identifying and translating essential documents. This can be accomplished by implementing or modifying the Consider opportunities to partner with volunteers and/or community-access needs. Monitor requests for interpretation and written translation to with identifying written materials that should be translated and ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
Responsibility Action events/topics for which interpretation/translation should be provided as a matter of routine. Police, Fire, Public Works In the event of an emergency impacting public health and safety, coordinate with the Communications and Outreach Division, which includes the Multicultural Engagement Program, to ensure essential communications are provided in predominant languages. City Attorney, Finance and Administrative Services standard professional services agreement that would require City contractors to provide public services and resources, such as communications, forms/applications, and websites, in all languages predominantly spoken in Mountain View. Human Resources Maintain a list of bilingual employees as defined by Memoranda of Understanding between the City and employee groups. Coordinate with the Multicultural Engagement Program to integrate information about the Language Access and Multicultural Engagement Policy into existing onboarding and ongoing training programs as appropriate. Notice of Language Assistance Services Managers Ensure that written notice of the availability of translation and interpretation services provided at no cost in all predominant available at all public counters at City facilities.
ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
Responsibility Action City Clerk Print a statement notifying community members of the availability of translation and interpretation services at no cost pursuant to Government Code Section 54954.3(b)(1) in predominant languages at the top of agendas for the City Council, Council subcommittees, Council advisory bodies, and all other formal public meetings. Provide instructions for joining and participating in hybrid meetings in all predominant languages whenever such instructions are required. Signage and Wayfinding at City Facilities Public Works When building, renovating, or otherwise updating City facilities, incorporate predominant languages into new permanent signs, including wayfinding systems. Consider using United States Department of Transportation pictograms whenever practical and appropriate to maximize accessibility. City Clerk, Library, Community Services, Police Department, and Public Works Ensure that temporary notices posted at City facilities, including, but not limited to, those announcing closures, operating hours, and predominant languages as well as English. Interpretation All Staff Assist members of the public seeking interpretation with accessing services via contacting bilingual employees, the Multicultural Engagement Program, contracted providers, or telephone-based interpretation system. Bilingual Employees Provide interpretation when available and called upon to do so, subject to the requirements and limitations of the Memorandum ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
Responsibility Action Arrange for the provision of interpretation when available and called upon to do so. Provide technical assistance to staff when determining when interpretation services should be provided. Translation of Written Materials City Departments In accordance with the guidelines in this Policy, identify and prioritize written materials essential to accessing City services, programs, or policies for translation and work with the Multicultural Engagement Program staff and/or contracted providers to arrange for translation of identified materials. All Staff Consider the need for translation when developing new or working with existing written materials. Arrange for the translation of written documents when called upon to do so. Provide technical assistance to staff for determining which written materials should be translated. Interpretation Services at Public Meetings City Clerk Receive and coordinate with the Multicultural Engagement Program on requests for interpretation at City Council meetings. Council Advisory Body Staff Liaisons Receive and coordinate with the Multicultural Engagement Program on requests for interpretation at Council advisory body meetings.
ADMINISTRATIVE INSTRUCTION SUBJECT: Language Access and Multicultural Community Engagement NO.: 20-1
Responsibility Action All Staff Contact the Multicultural Engagement Program no less than two (2) weeks prior to hosting a public meeting to identify the need for and arrange to provide interpretation. Assist members of the public seeking interpretation of a public meeting with contacting the City Clerk, appropriate Council advisory body staff liaison, and/or the Multicultural Engagement Program. Information Technology Enable and support multilingual captioning capabilities for virtual and hybrid meetings to the extent possible. Respond to requests for interpretation at public meetings from staff and members of the public by providing or arranging for the provision of interpretation services. Work with staff to identify the likely demand for interpretation services in various languages for each public meeting and arrange to provide those services. Establish standard operating procedures for interpretation of live and virtual public meetings in collaboration with the City Office and IT Department. Signed Kimbra McCarthy, City Manager Revised: Effective Date: October 7, 2024 HM/6/ADM/20-01ADM Attachment: A. 2024 Predominant Languages in the City of Mountain View