CONSULTANT AGREEMENT BEWTEEN ACCENT ON LANGUAGES, INC. AND
THE CITY OF SANTA ANA FOR TRANSLATION AND
INTERPRETATION SERVICES
THIS AGREEMENT is made and entered into on this 1st day of October, 2024, by and between Accent on Languages, Inc., a California corporation (“Consultant”), and the City of Santa Ana, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California (“City”).
RECITALS
A. On February 22, 2024, the City issued Request for Proposal (“RFP”) No. 24-022A seeking to retain a consultant having special skill and knowledge in the field of translation and interpretation services for the City’s Finance and Management Services Department.
B. Consultant submitted a responsive proposal that was selected by the City. Consultant represents that it is able and willing to provide such services described in the Scope of Work that was included in RFP No. 24-022A.
C. In undertaking the performance of this Agreement, Consultant represents that it is knowledgeable in its field and that any
services performed by Consultant under this
Agreement will be performed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field.
NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the terms and conditions hereinafter set forth, the parties agree as follows:
1. SCOPE OF SERVICES
Consultant shall perform during the term of this Agreement, the tasks and obligations including all labor, materials, tools, equipment, and incidental customary work required to fully and adequately complete the services described in the “Scope of Services,” attached hereto and incorporated herein by reference as Exhibit A, and as further described in “Consultant’s Proposal,” attached hereto and incorporated herein by reference as Exhibit B.
2. COMPENSATION
a. City neither warrants nor guarantees any minimum or m aximum compensation to Consultant under this Agreement. Consultant shall be paid only for actual services performed under this Agreement at the rates and charges identified in “Consultant’s Fee Proposal,” attached hereto and incorporated herein by this reference as Exhibit C.
Consultant is one of four (4) separate consultants selected to provide services on an on- call basis under RFP 24-022A. The total compensation for services provided by all consultants selected under RFP 24-022A shall not exceed the shared aggregate amount of $1,290,000.00 during the term of this Agreement, including any extension periods, as set forth in Section 3, below.
EXHIBIT 4
b. Payment by City shall be made within forty-five (45) days following receipt of proper invoice evidencing work performed, subject to City accounting procedures. City and Consultant agree that all payments due and owing under this Agreement shall be made through Automated Clearing House (ACH) transfers. Consultant agrees to execute the City’s standard ACH Vendor Payment Authorization and provide required documentation. Upon verification of the data provided, the City will be authorized to deposit payments directly into Consultant’s account(s) with financial institutions.
Payment need not be made for work which fails to meet the standards of performance set forth in the Recitals which may reasonably be expected by City.
3. TERM
This Agreement shall commence on October 1, 2024 and terminate on September 30, 2027, with the option for the City to grant up to two (2), one (1) year extensions, exercisable by a writing by the City Manager and the City Attorney, unless terminated earli er in accordance with Section 15, below.
4. INDEPENDENT CONTRACTOR
Consultant shall, during the entire term of this Agreement, be construed to be an independent contractor and not an employee of the City. This Agreement is not intended nor shall it be construed to create an employer -employee relationship, a joint venture relationsh ip, or to allow the City to exercise discretion or control over the professional manner in which Consultant performs the services which are the subject matter of this Agreement; however, the services to be provided by Consultant shall be provided in a manner consistent with all applicable standards and regulations governing such services. Consultant shall pay all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to employees and shall be responsible for all applicable withholding taxes.
5. OWNERSHIP OF MATERIALS
This Agreement creates a non -exclusive and perpetual license for City to copy, use, modify, reuse, or sublicense any and all copyrights, designs, and other intellectual property embodied in plans, specifications, studies, drawings, estimates, and other doc uments or works of authorship fixed in any tangible medium of expression, including but not limited to, physical drawings or data magnetically or otherwise recorded on computer diskettes, which are prepared or caused to be prepared by Consultant under this Agreement (“Documents & Data”). Consultant shall require all subcontractors to agree in writing that City is granted a non -exclusive and perpetual license for any Documents & Data the sub contractor prepares under this Agreement.
Consultant represents an d warrants that Consultant has the legal right to license any and all Documents & Data. Consultant makes no such representation and warranty in regard to Documents & Data which were provided to Consultant by the City. City shall not be limited in any way in its use of the Documents and Data at any time, provided that any such use not within the purposes intended by this Agreement shall be at City’s sole risk.
6. INSURANCE
Prior to undertaking performance of work under this Agreement, Consultant shall maintain and shall require any subcontractors to obtain and maintain insurance as described below for the entire Term of this Agreement against claims for injuries to persons or damage to property which may arise from or in connection with services, products and materials supplied to City. Total cost of such insurance shall be borne by Consultant.
Minimum Scope and Limit of Insurance.
• Commercial General Liability (CGL) : Insurance Services Office Form CG 00 01covering CGL on an “occurrence” basis, including pr oducts and completed operations, property damage, bodily injury and personal & advertising injury with limits no less than $1,000,000 per occurrence and $2,000,000 aggregate. Required policy limits can be met with primary and umbrella/excess insurance policies. • Automobile Liability: Insurance Services Office Form CA 00 01 covering Code 1 (any auto), with limits no less than $1,000,000 combined single limits. In the event Consultant does not maintain commercial automobile liability insurance, City will accept evidence of personal automobile insurance.
• Workers’ Compensation: as required by the State of California, with Statutory Limits, and Employer’s Liability Insurance with limit of no less than $1,000,000 per accident, policy or employee, for bodily injury or disease. Coverage is not required if Consultant has no employees and signs request to waive such insurance. • Professional Liability Insurance: with limits no less than $1,000,000 per occurrence or claim, and $2,000,000 aggregate.
• If Consultant mainta ins broader coverage and/or higher limits than the minimum requirements for each line of coverage shown above, City requires and shall be entitled to the broader coverage and/or the higher limits maintained by Consultant. Any available insurance proceeds i n excess of the specified minimum limits of insurance and coverage shall be available to City.
Other Insurance Provisions. The above required insurance policies are to contain or be endorsed to contain the following provisions:
• City, its City Council, its officers, officials, employees, agents, and volunteers are to be covered as additional insureds, under Consultant’s CGL, Professional Liability, and Automobile Liability policies, with respect to any liability arising out of work or operations performe d by or on behalf of the Instructor including materials, parts, equipment, and personnel furnished in connection with such work or operations. • Consultant’s Insurance company(ies) agrees to waive all rights of subrogation against City, its City Council, its officers, officials, employees, agents, and volunteers for losses paid under the terms of any policy which arise from work performed by Consultant under this Agreement.
• For any claims related to this contract, Consultant’s insurance coverage shall be primary and any insurance maintained by City, its City Council, its officers, officials, employees, agents, or volunteers shall not contribute with it.
• A severability of interest provision must apply for all the additional insureds, ensuring that Consultant’s insurance shall apply separately to each insured against whom a claim is made or suit is brought, except with respect to the insurer’s limits of liability. • Insurance policies required herein shall provide that coverage shall not be canceled, suspended, voided, reduced in coverage or in limits, non -renewed by the carrier, or materially changed except after thirty (30) days prior written notice has been given to City. Ten (10) days prior written notice shall be provided to City for policy cancellation or non-renewal due to non-payment of premium.
• Certificate Holder on each Evidence of Insurance certificate shall be: City of Santa Ana, Attention: (Name of Department Staff Responsible for Agreement), 20 Civic Center Plaza M-XX (Responsible Staff’s Department Mail Box) , Santa Ana, CA 92701. The name and location of project must be included in the Description of Operations section of each certificate.
Self-Insured Retentions. Self-insured retentions must be declared to and approved by the City. The City may require the Consultant to purchase coverage with a lower retention or provide proof of ability to pay losses and related investigations, claim administration, and defense expenses within the retention.
Acceptability of Insurers. Insurance is to be placed w ith insurers authorized to conduct business in the State of California with a current A.M. Best rating of no less than A:VII, unless otherwise acceptable to City.
Verification of Coverage . Consultant shall furnish City with original Certificates of Insurance including all required amendatory endorsements (or copies of the applicable policy language effecting coverage required by this clause) and a copy of the Declarations and Endorsement Page of the CGL policy listing all policy endorsements before work b egins.
However, failure to obtain the required documents prior to the work beginning shall not waive Consultant’s obligation to provide them. City reserves the right to require complete, certified copies of all required insurance policies, including endorsements required by these specifications, at any time.
Special Risks or Circumstances . City reserves the right to modify these requirements, including limits, based on the nature of the risk, prior experience, insurer, coverage, or other special circumstances.
7. INDEMNIFICATION
Consultant agrees to defend, and shall indemnify and hold harmless the City, its officers, agents, employees, contractors, special counsel, and representatives from liability: (1) for personal injury, damages, just compensation, restitution, judicial or equitable relief arising out of claims for personal injury, including death, and claims for property damage, whic h may arise from the negligent operations of the Consultant, its subcontractors, agents, employees, or other persons acting on its behalf which relates to the services described in section 1 of this Agreement; and (2) from any claim that personal injury, damages, just compensation, restitution, judicial or equitable relief is due by reason of the terms of or effects arising from this Agreement. This indemnity and
hold harmless agreement applies to all claims for damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to have been suffered, by reason of the events referred to in this Section or by reason of the terms of, or effects, arising from this Agreement. The Consultant further agrees to indemnify, hold harmless, and pay all costs for the defense of the City, including fees and costs for special counsel to be selected by the City, regarding any action by a third party challenging the validity of this Agreement, or asserting that personal injury, damages, just compensation, restitution, judicial or equitable relief due to personal or property rights arises by reason of the terms of, or effects arising from this Agreement. City may make all reasonable decisions with respect to its representation in any legal proceeding. Notwithstanding the foregoing, to the extent Consultant’s services are subject to Civil Code Section 2782.8, the above indemnity shall be limited, to the extent required by Civil Code Section 2782.8, to claims that arise out of, pertain to, or relate to the negligence, recklessness, or willful misconduct of the Consultant.
8. INTELLECTUAL PROPERTY INDEMNIFICATION
Consultant shall defend and indemnify the City, its officers, agents, representatives, and employees against any and all liability, including costs, for infringement of any United States’ letters patent, trademark, or copyright infringement, including costs, contained in the work product or documents provided by Consultant to the City pursuant to this Agreement.
9. RECORDS
Consultant shall keep records and invoices in connection with the work to be performed under this Agreement. Consultant shall maintain complete and accurate records with respect to the costs incurred under this Agreement and any services, expenditures, and disbursements charged to the City for a minimum period of three (3) years, or for any longer period required by law, from th e date of final payment to Consultant under this Agreement. All such records and invoices shall be clearly identifiable. Consultant shall allow a representative of the City to examine, audit, and make transcripts or copies of such records and any other d ocuments created pursuant to this Agreement during regular business hours. Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to this Agreement for a period of three (3) years from the date of final payment to Consultant under this Agreement.
10. CONFIDENTIALITY
If Consultant receives from the City information which due to the nature of such information is reasonably understood to be confidential and/or proprietary, Consultant agrees that it shall not use or d isclose such information except in the performance of this Agreement, and further agrees to exercise the same degree of care it uses to protect its own information of like importance, but in no event less than reasonable care. “Confidential Information” shall include all nonpublic information. Confidential information includes not only written information, but also information transferred orally, visually, electronically, or by other means. Confidential information disclosed to either party by any subsidi ary and/or agent of the other party is covered by this Agreement. The foregoing obligations of non-use and nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources; (b) is, through no fault of the Consultant disclosed in a publicly available source; (c) is in rightful possession of the Consultant
without an obligation of confidentiality; (d) is required to be disclosed by operation of law; or (e) is independently developed by the Consultant without reference to information disclosed by the City.
11. CONFLICT OF INTEREST CLAUSE
Consultant covenants that it presently has no interests and shall not have interests, direct or indirect, which would conflict in any manner with performance of services specified under this Agreement.
12. NON-DISCRIMINATION
Consultant shall not discriminate because of race, color, creed, religion, sex, marital status, sexual orientation, gender identity, gender expression, gender, medical conditions, genetic information, or military and veteran status, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the recruitment, selection, teaching, training, utilization, promotion, termination or other employment related activities or any services provided under this Agreement. Consultant affirms that it is an equal opportunity employer and shall comply with all applicable federal, state and local laws and regulations.
13. EXCLUSIVITY AND AMENDMENT
This Agreement represents the complete and exclusive statement between the City and Consultant, and supersedes any and all other agreements, oral or written, between the parties. In the event of a conflict between the terms of this Agreement and any attachments hereto, the terms of this Agreement shall prevail. This Agreement may not be modified except by written instrument signed by the City and by an authorized representative of Consultant. The parties agree that any terms or conditions of any purchase order or other instrument that are inconsistent with, or in addition to, the terms and conditions hereof, shall not bind or obligate Consultant or the City. Each party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or otherwise, have been made by any party, or anyone acting on behalf of any party, which is not embodied herein.
14. ASSIGNMENT
Inasmuch as this Agreement is intended to secure the specialized services of Consultant, Consultant may not assign, transfer, delegate, or subcontract any interest herein without the prior written consent of the City and any such assignment, transfer, delegation or subcontract without the City's prior written consent shall be considered null and void. Nothing in this Agreement shall be construed to limit the City’s ability to have any of the services which are the subject to this Agreement performed by City personnel or by other contractors retained by City.
15. TERMINATION
This Agreement may be terminated by the City upon thirty (30) days written notice of termination. In such event, Consultant shall be entitled to receive and the City shall pay Consultant
compensation for all services performed by Consultant prior to receipt of such notice of termination, subject to the following conditions:
a. As a condition of such payment, the Executive Director may require Consultant to deliver to the City all work product(s) completed as of such date, and in such case such work product shall be the property of the City unless prohibited by law, and Consultant consents to the City's use thereof for such purposes as the City deems appropriate.
b. Payment need not be made for work which fails to meet the standard of performance specified in the Recitals of this Agreement.
16. WAIVER
No waiver of breach, failure of any condition, or any right or remedy contained in or granted by the provisions of this Agreement shall be effective unless it is in writing and signed by the party waiving the breach, failure, right or remedy. No waiver of any breach, failure or right, or remedy shall be deemed a waiver of any other breach, failure, right or remedy, whether or not similar, nor shall any waiver constitute a continuing waiver unless the writing so specifies.
17. JURISDICTION - VENUE
This Agreement has been executed and delivered in the State of California and the validity, interpretation, performance, and enforcement of any of the clauses of this Agreement shall be determined and governed by the laws of the State of California. Both p arties further agree that Orange County, California, shall be the venue for any action or proceeding that may be brought or arise out of, in connection with or by reason of this Agreement.
18. PROFESSIONAL LICENSES
Consultant shall, throughout the term of t his Agreement, maintain all necessary licenses, permits, approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by the laws and regulations of the United States, the State of California, the City of Santa Ana and all other governmental agencies. Consultant shall notify the City immediately and in writing of its inability to obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be cause for termination of this Agreement.
19. NOTICE
Any notice, tender, demand, delivery, or other communication pursuant to this Agreement shall be in writing and shall be deemed to be properly given if delivered in person or mailed by first class or certified mail, postage prepaid, or sent by fax or other telegraphic communication in the manner provided in this Section, to the following persons:
To City:
City Clerk
City of Santa Ana
20 Civic Center Plaza (M-30)
P.O. Box 1988
Santa Ana, California 92702-1988
Fax: 714- 647-6956
With courtesy copies to:
Executive Director
Finance and Management Services
City of Santa Ana
20 Civic Center Plaza
P.O. Box 1988
Santa Ana, California 92702
To Consultant:
A party may change its address by giving notice in writing to the other party. Thereafter, any communication shall be addressed and transmitted to the new address. If sent by mail, communication shall be ef fective or deemed to have been given three (3) days after it has been deposited in the United States mail, duly registered or certified, with postage prepaid, and addressed as set forth above. If sent by fax, communication shall be effective or deemed to have been given twenty-four (24) hours after the time set forth on the transmission report issued by the transmitting facsimile machine, addressed as set forth above. For purposes of calculating these time frames, weekends, federal, state, County or City holidays shall be excluded.
20. MISCELLANEOUS PROVISIONS
a. Each undersigned represents and warrants that its signature herein below has the power, authority and right to bind their respective parties to each of the terms of this Agreement, and shall indemnify City fully, including reasonable costs and attorney’s fees, for any injuries or damages to City in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. b. All Exhibits referenced herein and attached hereto shall be incorporated as if fully set forth in the body of this Agreement.
[signatures appear on following page]
Eduardo Puyol-Martinez
Director
Accent on Languages, Inc.
2718 Telegraph Avenue, Suite 104
Berkeley, California 94705
EXHIBIT A
SCOPE OF SERVICES
CITY OF SANTA ANA
Consultant(
s) shall perform the services as set forth below.
A. General Description
Consultant shall be capable of providing competent interpretation and translation services on an as-needed basis as determined by the City. Use of interpreters shall be consistent with all applicable State and local laws.
B. Interpretation and Translation Languages
Services require interpretation and translation to and from languages listed below (from and to English). However, the City may request services to and from other languages as needed. A quote must be provided for languages not specified herein as needs are determined by City staff on a per-project basis.
American Sign Language (ASL)
Arabic (CA designated)
Armenian (Eastern and Western) (CA designated)
Bengali
Cantonese (CA designated)
Chinese (Simplified and Traditional)
Dari
Farsi
Hindi
Hmong
Indonesian
Japanese (CA designated)
Khmer (CA designated)
Korean (CA designated)
Laotian
Mandarin (CA designated)
Mandarin (Classic)
Mien
Nepali
Polish
Portuguese (CA designated)
Punjabi (CA designated)
Romanian
Russian (CA designated)
Serbian
Spanish (CA designated)
Tagalog (CA designated)
Turkish
Vietnamese (CA designated)
EXHIBIT I
SCOPE OF SERVICES
RFP 24-022A
City of Santa Ana
CITY OF SANTA ANA
C. Interpretation Services
Consultant shall provide live, in-person, telephonic, and virtual (when deemed acceptable by City) simultaneous interpretation for City Council and other public meetings, workshops, interviews, and various types of events from English to additional languages as specified above. The City provides interpretation services at public meetings, when requested, and will engage the Consultant on an as-needed basis, typically with 72-hour advance notice. Shorter advance notice may occur depending on City needs. Some services may be provided telephonically with City’s approval.
1. Remote Telephonic Language Interpretation Services Requirements:
i. A single, toll-free number to access all services.
ii. Conference-calling services and capabilities for interpreted calls. iii. The Consultant shall provide all language interpretation services for Languages at the rates as provided within Pricing Proposal.
iv. In certain instances, time is of the essence to provide public counter services or other immediate assistance, and the City may reserve an interpreter by telephone forty-five (45) minutes in advance of the actual time it is needed. Consultant shall provide its typical response rate for advance notice.
v. Consultant shall not require the City to purchase or obtain specific equipment to access telephonic interpreter services.
D. Written Translation
Upon direction from the City, Consultant shall translate various types of documents, and either live or pre-recorded audio content in video and audio file formats, from English into requested language or from another language into English. Documents may include reports, forms, posters, brochures and other informative leaflets/notices and websites/selected web pages, marketing materials, legal documents and notices, and other forms of correspondence. Written translation of election materials will also be required.
1. Consultant shall provide services related to translating and formatting documents into “Plain Language English”. Services to be performed for any and all projects will be determined as the need arises.
2. Consultant shall deliver translated documents within twenty-four (24) hours of City requests when required. Delivery of translation services shall not exceed five (5) business days.
3. Consultant shall participate in revision processes with some revisions being prepared by Consultant, and some revisions being prepared by City staff. Consultant must deliver completed revisions to the requesting City Project Manager or designee within five (5) business days of a request for revision. The revision process will be deemed completed when the Project Manager or designee is satisfied with the final translation and formatting. Urgent requests will require a quicker turnaround time to be determined by the requesting City Department.
4. All completed formatted forms MUST EXACTLY MATCH the native language version unless otherwise agreed to in writing.
RFP 24-022A
City of Santa Ana
CITY OF SANTA ANA
5. Consultant shall provide their completed translated documents/forms in formats as required by the City. Formats may include at minimum, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, InDesign, Photoshop, and Adobe PDF. Consultant must be able to convert Microsoft files into PDF format. Completed PDF forms are not the online fillable type.
6. Consultant will receive and transmit drafts and final versions of forms from and to the City in writing, which includes secure email, electronic file attachments to email, via web portal, or if requested by the City, by facsimile, USPS mail, or overnight services to the City’s Project Manager or designee.
7. Consultant shall provide sight translation of English documents or other languages during face-to-face events.
8. Consultant shall provide offsite translation services of documents from English or other languages.
9. English word counts will be determined using Microsoft Word’s word count feature.
10. No machine-generated translations are allowed.
11. The use of speech recognition software is not authorized.
E. Closed Captioning ( Optional Service)
While closed-captioned services are not mandatory for this Agreement, the City reserves the right to explore and implement these services at its discretion during the contracted term. The City acknowledges that circumstances may arise where the inclusion of closed-captioning becomes necessary to enhance accessibility. The City may at its discretion add these services either upon award or via an Amendment during the term of the Agreement. Therefore, the City encourages all prospective Proposers to submit competitive pricing for future consideration.
Consultant will translate audio content, either live or pre-recorded, into display text synchronized with the audio, equivalent text to that of the audio, and access formats as specified herein.
1. Services shall include full scale, real-time verbatim closed-captioning of public meetings and other live and pre-recorded meetings, media, forums, and events.
2. Consultant will sign-in to live caption events at least 10 minutes prior to the scheduled starting time and shall stay on until its conclusion, even if it runs longer than the scheduled time.
3. Consultant will provide remote captioning services by following a video signal that is streamed live online and an audio signal via telephone line(s).
4. Consultant will provide captioning to a real-time streaming web page, and to a live caption area within the event streaming page.
5. Consultant must have the technical compatibility with the City’s live streaming software in order for the caption stream URL to be inserted into a player template including Granicus, so that live captioning can be viewed within the live stream player during events and meetings, when accessed from the City’s event page.
RFP 24-022A
City of Santa Ana
CITY OF SANTA ANA
6. Consultant should be able to provide captioning at the average rate between 225 to 250 words per minute for events and projects.
7. Captions will coincide with their corresponding spoken words and sounds to the greatest extent possible and must be displayed on the screen at a speed that can be read by viewers.
8. Captions shall match the spoken words in the dialogue and convey background noises and other sounds to the fullest extent possible. Consultant may not paraphrase; and must use proper spelling, spacing between words, capitalization, and punctuation.
9. Captions will run from the beginning to end of the program.
10. Although there may be a slight delay in the delivery of captions for live real-time events, the delay in presentation of live captions should be kept to a minimum, consistent with an accurate presentation of what is being said and the overall goal of ensuring that captions enable viewers to follow the event.
11. Consultant must provide a high-degree of accuracy in captioning services; both events and projects. Accuracy rate must be 95 percent or greater. Near-flawless accuracy is of the upmost importance. The quality of information that is provided must be of equal quality to that offered to people without disabilities.
12. Consultant is not authorized to use speech recognition or computer captioning software in fulfilling live, real-time events.
13. Consultant staff providing live, real-time captioning services must hold a current certification from Certified CART Providers or Certified Broadcast Captioners.
14. Consultant will provide, at no additional charge, an unedited captioning transcript which will be ready for download by the City the following business day after conclusion of live real-time events.
15. Consultant will provide edited caption transcripts in an accepted file format. Edited caption transcripts and files must be completed and delivered to the City within five (5) business days of a live real-time captioning and pre-recorded project work.
16. Unedited and edited transcripts will be provided to the City, upon request, up to one (1) year after the date of the event at no additional cost.
17. Unedited and edited caption transcripts must be in the English language.
F. Additional Requirements
1. Interpreters shall attend meetings in person located throughout the City when translation services are requested. Vendor must guarantee attendance with less than 24-hour notice.
2. The City may cancel previously scheduled or requested interpreter assignments without fee or penalty with at least a three (3)-hour advance notification.
3. Interpreters shall be available to provide services 24 hours, 365 days per year. Holiday availability is preferred as emergencies may arise.
RFP 24-022A
City of Santa Ana
CITY OF SANTA ANA
i. Non-Emergency Interpretation Services: Consultant shall provide details regarding available coordination options for scheduling of interpretation services with the City. ii. Emergency Interpretation Services: Consultant shall provide their shortest possible response times and list any conditions for response (e.g., within 30 minutes, 1 hour, etc. for certain languages).
iii. If requested by City for certain projects, native speaking translators shall be provided.
4. Interpreters must demonstrate proficiency in both English and the other language, as well as accurately communicate specialized terms or concepts as they relate to regional planning and transportation.
5. Consultant shall provide for each translation assignment at least one qualified translator.
6. Consultant shall provide all items listed below to provide services as specified herein:
labor;
personnel,
equipment, materials, tools, and supplies;
postage and/or delivery charges;
transportation;
insurance; and
applicable licenses, permits, and certifications
7. Consultant shall assign a primary contact for all assignments under the City’s Contract. Primary contact or designee must be available to respond to communications from City staff Monday through Friday, during regular Business Hours, 7:30 AM to 5:30 PM PST. Additionally, contact information for urgent and after-hours requests must be provided. Holidays and times outside of Business Hours are considered after-hours.
8. Consultant shall provide the list of languages and the time frame which they can guarantee an interpreter will be made available for the work.
9. City has the right to affirm and/or decline the usage of a particular interpreter.
10. Consultant shall provide training, assessment, and ongoing monitoring of interpreters’ understanding and compliance with standard interpreter protocols and ethical practices.
11. Consultant shall ensure through training, assessment, and ongoing performance monitoring that interpreters have the ability to anticipate and recognize misunderstandings arising from the differing cultural assumptions and expectations, or regional language differences and dialects, and that interpreters have training to respond to such issues appropriately, including criteria for recusal.
12. Consultant shall ensure that during the interpretation sessions, interpreters only respond in the first person, maintain accuracy at all times, and avoid omission or embellishment of the source message. The accuracy of translation, interpretation, and closed captioning services shall be the sole responsibility of the Consultant; however, the City reserves the right to evaluate and monitor accuracy of services provided.
13. Consultant staff shall maintain and ensure confidentiality of all discussions, documents, and various file formats provided to and received from City Departments and any other non-public RFP 24-022A
City of Santa Ana
CITY OF SANTA ANA
meetings. Additionally, Consultant staff must sign confidentiality agreements when required by individual City Departments.
G. Ordering Process
1. Consultant shall establish an individual sub-account for any City Department that elects to place an order directly with the Consultant under the Contract.
2. Consultant must provide quote or proposal as requested by City staff within one business day.
3. Consultant shall receive and transmit drafts and completed work from and to the requesting Department by secure electronic file attachments to e-mail in Microsoft Word and/or Adobe Acrobat “pdf” file formats or as specified in the order.
4. Consultant must maintain an email address with a form of acknowledgement of receipt for ordering, inquiries, and customer service within one (1) business day of receipt of order.
Proposer will state the maximum attachment size limit and alternatives for transmitting files that are larger than the maximum allowed.
H. Possible Service Locations
City Hall
Santa Ana Police Department
Various Community Center Sites
Various Library locations
Various City Parks
Telephone
Video
I. Customer Service
Consultant’s customer service process will ensure that all customer service issues are addressed in a consistent and expeditious manner, including problem escalation and resolution of service issues. The customer service process includes, but is not limited to:
Customer service organizational structure.
Contact process and contact person identified by position in the company (phone, email, fax, etc.).
Follow up process.
Internal procedures to track customer service contact and resolution. Escalation process to resolve outstanding customer service issues.
Consultant’s personnel shall be courteous and maintain good working relationships with all stakeholders, state or outside agencies, members of the public, other team members and staff within the City.
RFP 24-022A
City of Santa Ana
CITY OF SANTA ANA
J. Reports
1. Quarterly Reports
Consultant shall provide to each of the City’s using Departments quarterly reports that include a summary of the services ordered and the following information:
Ordering City staff member;
Service date;
Services provided (i.e., translation, interpretation, ASL, etc.); Language; and
Total number of hours ordered during the quarter reported per language.
Quarterly reports must be provided no later than thirty (30) business days after the end of each quarter and will include purchases that have been paid, as well as services currently being worked on.
2. Annual Reports
Consultant shall provide to Purchasing contact an annual report of contract usage, including the following individual order information listing per month:
Department;
Ordering City staff member;
Service date;
Services provided (i.e., translation, interpretation, ASL, etc.); Language; and
Number of hours.
Annual reports must be provided no later than by January 30th of every year for the previous year calendar and will include purchases that have been completed.
RFP 24-022A
City of Santa Ana
EXHIBIT B
CONSULTANT’S PROPOSAL
Response to Request for Proposals No. 24-022A
“Translation and Interpretation Services”
City of Santa Ana
Volumes I
, II and III - SOQ, Cost, and Attachments
Submitted by:
Accent on Languages, Inc.
Questions?
Please contact [email protected]
510-644-9470
3/21/2023
Accent on Languages Response 24-022A 1
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TABLE OF CONTENTS
Volume I - Statement of Qualifications (SOQ)
a. Cover Letter...................................................................................................................................... 3 b. Services Provided.............................................................................................................................5 In-person and Video Interpretation Services................................................................................... 6 Video Remote Interpreting.............................................................................................................. 7 Professional Audio Equipment for Events and Conferences............................................................ 8 Telephonic Interpretation for On-Demand Communication............................................................ 8 Average response time.................................................................................................................... 8 Translation Services......................................................................................................................... 9 Responsibilities of the Translation Team........................................................................................10 Translation Glossary and Style-Guide Management...................................................................... 10 c. Agreement Statement..................................................................................................................... 11 d. Firm and Team Experience.............................................................................................................. 11 Description of the Firm, Address and Account Manager............................................................... 11 Key Program Manager Resume: Caroline Lee, CEO, and owner of Accent.................................... 13 Certifications..................................................................................................................................16 Linguist Recruitment Checklist (must-haves)................................................................................. 18 CEO's approval of the linguist and the translation and general involvement................................ 18 Subcontractor Plan.........................................................................................................................18 e. Proposed Work Plan........................................................................................................................19 How to order services and response times....................................................................................19 Real-time Turnaround.................................................................................................................... 21 Minimum requirements for linguists............................................................................................. 21 Implementation Plan..................................................................................................................... 23 f. References - Attachment B...............................................................................................................26 Cost Proposal (Volume II) and Certifications (Attachments) (Volume III) are enclosed in the next pages.
Table of Contents Volume II - Cost Proposal...........................................................................................................29 Table of Contents Volume III - Certifications (Attachments) ...................................................................................37 Accent on Languages Response 24-022A 2
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a. Cover Letter
ATTN: Abigail Alcala, Assistant City Clerk
City of Santa Ana – Clerk of the Council
20 Civic Center Plaza
Santa Ana, CA 92701
Accent on Languages, Inc. (Accent) is privileged to showcase our linguistic services to the City of Santa Ana (the City). As a certified Small Business (SB), Woman-Owned Business Enterprise (WBE), Minority Business Enterprise (MBE), and Small & Emerging Business (SLEB), Accent is dedicated to achieving the highest standards of excellence. Our credentials include GSA certification, corporate membership in the American Translators Association (ATA), and approval as a vendor by the County of Alameda and the City and County of San Francisco.
Mission
Accent on Languages' mission is to provide unparalleled foreign language and cultural services to government entities and the public. Our focus on achieving the highest quality in translations, coupled with personalized customer service, has defined our three decades of experience. We offer comprehensive translation, localization, transcription, and in-person and over-the-phone interpretation (OPI) services, including American Sign Language, to federal and state organizations, private businesses, and communities.
Government Experience
Since 1997, Accent has been a trusted provider of linguistic support to U.S. federal government agencies. We have held a GSA award since 2003 and secured a legacy successor GSA schedule award in March 2023. Additionally, Accent has been a CMAS contractor with the State of California since 2009, serving various federal and local entities such as the Department of Agriculture, FBI, Department of Justice, Alameda County Public Health Department, and others.
Success at the 2023 APEC Conference with FEMA
In August 2023, Accent showcased its prowess at the FEMA Asian-Pacific Emergency Council (APEC) conference in Seattle. Our team of twelve highly skilled interpreters, proficient in seven languages, played a crucial role in ensuring smooth communication throughout various conference activities, including bilateral meetings, plenary sessions, and special events. Our adaptable approach and dedication to delivering top-notch service within budget constraints were instrumental in the conference's overall success.
Our expertise extended beyond language interpretation, encompassing support for interagency coordination and assistance to other U.S. agencies involved in the event. We collaborated with hotel staff, audio equipment technicians, and more, showcasing our ability to navigate complex requirements while maintaining cost-effectiveness. This project exemplifies how our experience and proficiency contribute to exceptional service delivery in adherence to stringent standards and budgetary considerations.
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Leading Over-the-Phone and Video Conferencing Interpreter Services Accent stands as a reliable provider of Over-the-Phone and Video Conferencing Interpreter Services, dedicated to supporting the Department of Homeland Security (DHS) United States Citizenship & Immigration Services (USCIS) Refugee, Asylum, and International Operations (RAIO) Directorate. Our telephonic on-demand services operate 24/7, catering to twelve DHS field offices in need of linguistic support for Safe Third Country Screening Interviews across 40+ languages, including Arabic, Burmese, Farsi, French, Georgian, Creole, Hindi, Italian, Mam, Mandarin, Pashto, Portuguese, Punjabi, Russian, Spanish, Urdu, Vietnamese, and more.
Since May 2023, Accent has handled approximately 4,500+ calls, accumulating over 700,000 minutes of telephonic interpretation. With a monthly average of 100,000 minutes, we have emerged as the top vendor for various USCIS Field Offices. This success has empowered our interpreters to conduct longer phone calls with multiple interviews, delivering an enhanced service experience to individuals and earning praise from asylum officers. The majority of our interpreters excel in managing extensive calls, with durations ranging from 2 to 9 hours, showcasing their commitment to providing exceptional service, as evidenced by our longest call lasting over 9 hours.
Security Clearance and Capacity
With a team of 300+ linguists possessing current public trust security clearance and an additional pipeline of 400+ linguists in the process, Accent stands ready to meet clients' linguistic needs. We are well-versed in clearance processes and requirements and actively process new clearances for ongoing contracts. Our security clearance officers and project managers ensure seamless collaboration across the West and East coasts.
Comprehensive Services
Accent's extensive experience extends to standard translation services, website localization, voice-over services, subtitling, captioning, section 508 and ADA compliance remediation, American Sign Language, Braille, transcription, and translation services for court purposes.
In conclusion, Accent on Languages is your dedicated partner for comprehensive linguistic services, and we look forward to the opportunity to contribute to the success of the City’s initiatives.
Sincerely,
Car
e Le 3/19/2024
Caroline Lee, CEO and owner, Accent on Languages, Inc. Date Accent on Languages Response 24-022A 4
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Bidder information
● Accent on Languages Inc.
○ POC: Caroline Lee, CEO and owner
○ 2718 Telegraph Avenue Suite 104, Berkeley CA 94705
○ 510-644-9470
○ [email protected]
● GSA Contract Number: 47QRAA23D0058
● CMAS Contract Number: 4-23-07-1004
● SAM Unique Entity Identifier (UEI): M3W2EQK9LHC1
● Socio-economic status:
○ Certified Small Business in California (SB 28175)
○ Certified Woman-owned Business Enterprise (WBE) and Minority Business Enterprise (MBE) (both certified in California under the CUCP program) ○ Disadvantaged Business Enterprise (DBE) application (CUCP program) ○ Small Business Administration Section 8(a) certification application in process b. Services Provided
Accent on Languages (Accent) offers a wealth of expertise in various language services, including standard interpretation (both on-site and remote, encompassing simultaneous and consecutive modes), translation services, website localization, voice-over services, subtitling, captioning, Section 508 and ADA compliance remediation. Additionally, we provide specialized services such as American Sign Language interpretation, Braille transcription, and certified translation and interpretation services for diverse contexts including court proceedings, medical consultations, administrative hearings, and more.
● Written Translation of Documents: Our expertise extends to translating and formatting various documents, including letters, forms, and communication materials. We also offer graphic design template formatting using tools such as the Adobe CC Suite, ensuring professional and visually appealing layouts.
● In-Person On-Site Interpretation Services: We provide in-person interpretation services, including American Sign Language interpretation, to support the City’s activities, client visits, and other events. Our interpreters are well-versed in HIPAA and confidentiality requirements and can promptly provide certified interpreters for legal and medical interpretation upon request.
● Scheduled Video Remote Interpretation (VRI) Services: Our scheduled VRI services for American Sign Language and verbal languages offer flexibility and convenience for the City’s interpretation needs.
● On-Demand Telephonic and Virtual Interpretation Services: Our 24/7 telephonic interpretation services ensure rapid access to qualified interpreters, with an average response time of under 2 minutes. We will provide detailed instructions on technological setup and offer ongoing assistance to the City’s staff members to ensure seamless utilization of the platform.
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In-person and Video Interpretation Services
Our interpreting process is designed for efficiency and precision. Here is a depiction of our seamless workflow:
Gathering information about the request: The process is initiated by collecting all necessary details for the assignment. The Project Manager takes note of the interpreting requirements, including:
● Nature of the meeting and subject matter
● Setting and format of the meeting/appointment
● Special cultural or gender requirements
● Dates and schedule
● Language or dialect combination (from and into)
● Availability of documents and texts to support interpreters ● Type of service: face to face, telephonic, video
● Mode of interpreting: simultaneous or consecutive
Confirming the interpreter:
● The PM acknowledges receipt of information promptly and confirms details with the client/requestor.
● The Accent PM identifies and assigns a qualified interpreter or team of interpreters tailored to the specific job requirements.
● Once all the interpreters have been assigned, the PM sends a confirmation to the City’s point of contact, detailing all the agreed requirements. For on-site interpreting, special attention is placed on noting issues in advance regarding accessibility and transportation, such as entrance access and location, security or health checkpoints, traffic, public transportation options, or parking availability.
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Interpreting Service:
● The PM ensures close collaboration between the client and the interpreter. ● The PM also ensures alignment on the job specifics, terminology, preparation, and equipment needs.
○ The Project Manager provides a brief to the interpreter(s) with all the specifics of the assignment.
○ The interpreters will arrive at the venue at least 15 minutes in advance (or log in to the phone call/video call). During the actual interpreting service, Mines will be able to contact the Project Manager directly regarding any questions. Mines will dismiss the interpreters upon completion of the service.
Feedback Integration and Flexible Reporting:
● Encourage open feedback loops throughout the process. ● Proactively address concerns and optimize performance based on insights. ● The PM will provide comprehensive reports periodically or on an ad-hoc basis to meet all client needs.
Video Remote Interpreting
Accent offers several video remote solutions to the City. The workflow is similar to the face-to-face interpretation. We also uphold the same high standards when it comes to our interpreter and interpretation quality, professionalism, and technicality. For scheduled appointments, Accent offers three (3) solutions to schedule and host video remote interpreting services: Zoom, Microsoft Teams, and Accent’s own proprietary video platform (powered by Interpreter Intelligence).
If staff members at the City prefer to work with certain face-to-face, on-site interpreters, several of these scheduled video methods allow the same trusted on-site interpreters to use video remote services seamlessly. In addition, Accent on Languages offers Zoom services to host conference-style events for over 200 participants, including simultaneous interpretation channels embedded in the Zoom application, with multiple language channels available to the audience. Take note multiple simultaneous interpretation channels are available only with professional-level Zoom accounts, and this feature might not be available with the Zoom tiers used by the City.
Accent can also organize interpretation services using other popular cloud-based communication platforms such as Google Meet, Cisco-Webex, etc. Accent does not provide hardware (computers or devices) to access these platforms, but our project managers can assist staff and customers in the use of these platforms.
Accent offers a proprietary scheduled video interpreting platform powered by Interpreter IntelligenceTM. This platform can help the City meet HIPAA requirements. To prepare properly for this new service, an implementation plan has been designed to cover the necessary onboarding of the City’s personnel.
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Specific instructions about how to use the scheduled VRI platforms, minimum requirements, equipment needed, etc. will be provided in advance to all participants before every meeting, including links to manuals, guides, and demo videos.
The Accent – Interpreter IntelligenceTM scheduled platform does not require the installation of third-party applications, only the use of a typical Internet browser is requested (such as Firefox, Chrome, etc.), and the use of a device with camera and microphone capabilities. Our system is compatible with: Mac & PC desktops, iPhones, Android smartphones, and tablets.
Professional Audio Equipment for Events and Conferences Accent also offers professional audio equipment for interpreting services. We can serve small meetings or large audiences, and our equipment is compatible with any Audio/Video system.
Please consult with the Account Manager if these services are ever needed by the City. If audio equipment is requested for a conference event, the following additional requirements also apply:
● Type of room (conference room, meeting room, auditorium, etc.) ● Type of Public Announcement / Audio Visual systems available on location ● Interpreters’ booth requirements (availability on location, full booth or table-top, etc.) Telephonic Interpretation for On-Demand Communication
Accent, together with Accent on Languages, offers on-demand telephonic interpretation services 24/7/365, proficiently covering a spectrum of 40+ languages, including but not limited to Arabic, Burmese, Cantonese/Yue, Creole, Farsi, French, Georgian, Hindi, Italian, Korean, South Korean, Mam, Mandarin, Pashto, Portuguese, Punjabi, Russian, Spanish, Urdu, Vietnamese, and many more. With a robust team of 400+ linguists and an additional pipeline of 500+ linguists in the process of onboarding, Accent stands ready to meet the linguistic needs of our valued clients.
● Ad-hoc Calls: Accent provides a 1-800 number that is used to access an interpreter in the desired language 24/7, on-demand. The average ring for each call is 4 to 30 seconds. ● On-Demand Scheduled Calls: Accent provides for a scheduled call service. This means that the City may schedule an audio or video call for either the same day or a future date. Scheduled calls are recommended for special circumstances, including, but not limited to, calls expected to last for more than 1 hour in duration, calls involving languages of lesser diffusion, and calls requesting interpreter preference (i.e. specific interpreter, gender, etc.).
Average response time
User calls will be picked up within 5 seconds and callers will have the option of either selecting a language and being connected to an interpreter directly or connecting with a Customer Service Assistant. Connection to a live assistant will happen within the 10-second timeframe.
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The call platform allows us to maintain accurate records of all call connection times. Any instances where interpretation did not begin within forty-five (45) seconds or where no interpreter is available will be identified. On a monthly basis, these calls will be itemized and deducted from the monthly invoice total with the amount deducted reflected on the invoice. If an agency staff member is presented with a situation where the caller cannot be directed to the cards or is unable to read and respond to them, the staff person can always choose to connect directly to a Customer Service Assistant. The Assistants take the following steps to identify a caller’s language:
● The assistant will attempt to identify a commonly understood language (e.g. Spanish, French, Arabic) using standardized prompts.
● If a common language can be identified, they will use standardized prompts to determine the place of origin including the hometown.
● From this information, assistants can identify the most likely languages spoken and prompt the caller to respond in the affirmative when the language is identified.
Translation Services
At Accent, translation is a progression of steps culminating in a product that is complete, technically accurate, free of grammatical errors, and reflective of standard, idiomatic usage of the target language, while preserving the intent and emphasis of the original text. To accomplish this objective, Accent applies a thorough procedure to all written translation services. The following graphic summarizes Accent’s translation process workflow that will be applied to the translation of any materials provided to us by the City, in compliance with all the City’s requirements specified in the Scope of Work.
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Responsibilities of the Translation Team
The translator's primary responsibility is to translate a text from one language to another. They need to have excellent language skills in both the source and target languages, a deep understanding of the subject matter, and cultural sensitivity to convey the intended meaning of the original text in the target language. They must ensure that the translation is accurate, clear, and culturally appropriate.
Translators are responsible for translating the text accurately and appropriately, editors review and improve the translation, and proofreaders ensure that the definitive version is error-free.
All three roles are crucial in the translation process and require different skills and expertise to ensure the best possible outcome.
An editor's responsibility is to review and improve the translation before it is finalized. Editors check for grammatical errors, clarity, consistency, and flow. They may also ensure that the translation adheres to the client's style guide, maintain consistency with previous translations, and verify the accuracy of any technical or specialized terms used in the text.
A proofreader's responsibility is to review the translation once it has been edited to ensure that it is free of errors. They check for spelling mistakes, typos, punctuation errors, and formatting issues. Proofreaders do not make any significant changes to the text but may make suggestions to improve clarity and consistency. All the linguists working as a team also have the following shared responsibilities: Accuracy; Clarity; Cultural sensitivity; Timeliness; Confidentiality; Professionalism; Responsiveness; Ability to follow instructions and special requirements carefully; Use computer-assisted tools effectively; Take feedback well; Update the translation in a timely manner based on the client's feedback even after submission.
Translation Glossary and Style-Guide Management
The efforts of managing and updating the glossary are always aimed at maintaining consistency throughout all documents and all languages. The management of the glossary is an extremely crucial step that all linguists involved in the QA process will focus on for the whole duration of the contract.
After a translation is successfully translated and approved/accepted by the City, the PM compiles the “approved-and-verified” translation, updates the data dictionary with any new terminology, or changes to the existing terms, as applicable. The glossary will be a property of the City, and can be consulted, modified, and accessed by the City at will; the glossary will be available in electronic format, and hard copies can also be provided upon advance notice request. Examples of items that may be included in the glossary are: Professional titles; Organization/Entity/Agency names; Laws and legal terms; References; Products/services; and technical terminologies. Accent will comply with submittal/formatting specifications stated on the Scope of Work.
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c. Agreement Statement
Accent on Languages concurs with all provisions as contained in Exhibit II – Sample Agreement of this RFP and does not have any exceptions nor concerns. d. Firm and Team Experience
Description of the Firm, Address and Account Manager
Accent has a rich history of successfully managing a diverse array of translation and interpretation projects, ranging from small-scale assignments to highly specialized endeavors.
Ms. Caroline Lee will be the designated Account Manager under this contract and will oversee quality control and ethics. In addition to the Account Manager, our dedicated team of Project Managers (PMs) will be assigned to serve the City. Orders for services can be placed by telephone, email, or fax. Accent’s headquarters office is located at 2718 Telegraph Avenue, Suite 104, Berkeley CA 94705.
The leadership team at Accent has a multicultural composition with a profound respect for the nuanced meanings within various cultures and their respective heritages. Beyond English, our team members are proficient in Spanish and Chinese. The following table shows the key management personnel assigned to this project:
Key Personnel Role and experience
Ms. Caroline Lee,
CEO and owner / Chinese linguist
[email protected]
510-644-9470 x 1001
● Middlebury Institute of International Studies,
master’s degree in Conference Interpreting
● 15+ years of project management and
leadership experience in the language industry
● 15+ years of experience as a Chinese linguist
(translator and interpreter)
CEO and owner of Accent on Languages. Translation
and Localization Executive with 15+ years of
localization leadership; strong understanding of
localization and globalization best practices,
technology and tools, processes, and linguist
management in various verticals. She has a vision of
helping people serve the greater good through
creating a diversified culture and establishing better
communication in both language and culture.
Supervised over 20-million-dollar projects from
ideation to launch with 99.8% accuracy and on-time
delivery. Worked closely with Fortune 500 global
executives on business strategies, creative solutions,
and financial predictions to adapt to market
conditions while increasing profitability.
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Mr. Kai Sun,
Project Manager / Chinese linguist
[email protected]
510-644-9470 x 1003
● Interpreters’ Project Manager, conducts
vetting of interpreters. Oversees the quality
control process and is the liaison with
interpretation clients.
● Middlebury Institute of International Studies,
master’s degree in Translation and Localization
Management
Program Assistant / Project Manager for Interpreting
Services (including remote video and audio
equipment). 6 years of experience in the language
industry. Provided on-site interpreting project
management to APEC, Trust for Public Land, City
College of San Francisco, and Napa County Office of
Education. Managed to schedule interpreting services
for rarely seen languages, like Swahili, Rufumbira, and Ibibio for state/federal departments.
Ms. Virginia Bertorello,
Project Manager / Spanish linguist
[email protected]
510-644-9470 x 1008
● Certified English/Spanish Translator
(Universidad Nacional de Córdoba - Argentina)
● Translation, proofreading, quality control of
translated texts.
Program Assistant / Project Manager for Interpreting
Services (including remote video). Virginia has 13
years of experience in the language industry as a
translation and interpretation coordinator for many
different verticals including government, community
services, medical, life science, healthcare, etc.
Mr. Baoze Zhang
Project Manager / Chinese linguist
[email protected]
510-644-9470 x 1007
● Beijing Foreign Studies University Bachelor’s
degree in Translation and Interpretation
● Middlebury Institute of International Studies,
master’s degree in Translation and Localization
Management
Translation Production Manager. Baoze is a native
Mandarin speaker and Chinese – English linguist.
With four years of experience in the language
industry, Baoze has successfully managed thousands
of projects, coordinating, and overseeing all aspects
of the translation process, from project initiation to
final delivery. He is responsible for understanding
client requirements, developing project timelines,
allocating resources, monitoring processes to ensure
that the translated material aligns with client
expectations and goals.
Mr. Nestor Guzmán
Project Manager / Spanish linguist
[email protected]
510-644-9470 x 1002
● AA in Liberal Arts
● Experience assisting in translation projects,
performing Spanish written translations.
Project Manager for written translation services.
Spanish linguist. Five years of experience in the
language industry. Nestor is a seasoned project
manager handling many of Alameda County’s
translation projects from start to finish currently.
Ms. Hanna Jacobson
Project Manager
[email protected]
510-644-9470 x 1010
● Interpreters’ coordinator, conducts vetting of
interpreters, including processing of security
clearances and linguist certifications.
● She oversees the quality control process and is
the liaison with interpretation clients.
Program Assistant / Project Manager for Interpreting
Services (including remote video and over the phone
interpretation services) Five years of experience in
the language industry as an interpreter coordinator
for local, state, federal governments, a linguist
clearance security officer, and a language educator.
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Key Program Manager Resume: Caroline Lee, CEO, and owner of Accent
EDUCATION
Master of Translation and Localization Management
Bachelor of English Monterey Institute of International Studies, 2007-2009 English / Mandarin / Taiwanese
Wenzao Ursuline University of Languages, 2005-2007
EXPERIENCE
CEO, Accent on Languages, 2021-Present
● Establish the vision and implement strategic operations for the organization. ● Create a safe and diversified environment for employees to grow and thrive; establish a culture of collaboration and integration that continuously enhances client experiences. ● Develop procedures to maximize operational efficiencies to provide the highest quality, fastest delivery, and most reasonable budget for all of our clients. ● Supervise daily operations and provide support for daily operations at all internal levels. ● Collaborate with the team to prepare and present responses to government proposals, RFPs and RFIs.
● Provide key operational decisions, financial predictions, and performance analysis. ● Continue leadership and stewardship in the community to help serve the greater good.
ISI Language Solutions; BIG Language Solutions, 2011-2021; VP of Operations (2021); Director of Production (2016-2021); Production Manager (2014-2016); Project Manager (2011-2013) ● Identified, tested, and onboarded AI-based machine translation and QA systems. ● Managed development of linguist contractor coordination and ranking platform and onboarded CMS tools to optimize efficiency.
● Collaborated with stakeholders and cross-functional teams to plan and implement localization project roadmap. Led teams from ideation through successful execution. ● Championed initiatives to increase operational adaptability, efficiency, and agility. ● Created data-centered reports and presentations for executives regarding performance, strategy, and outlook.
● Partnered with sales, marketing, engineering, and accounting teams to define, prioritize, and create growth opportunities.
● Successfully hired, retained, and trained top talent to expand from 15 specialized in-house positions to 50+ cross-trained global team members in two years. ● Developed quantifiable metrics and KPIs to actively manage performance of operation and sales teams.
● Drafted and negotiated responses to RFP’s, SOW’s, and NDA’s. ● Supervised and streamlined recruitment, training, and ongoing evaluation of vendors.
International Brand Manager, BijouMontre SWISS SA, 2010-2011 ● Built international brand equity and encouraged sales development by organizing marketing events in the US, Switzerland, China, Japan, Hong Kong, and Taiwan. ● Created localized product descriptions for advertising in English and Chinese. ● Advised key stakeholders regarding new products.
● Trained distributors and salespeople how to communicate design features to consumers in China, Japan, Hong Kong, and Taiwan.
* * * * *
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For over 26 years, Accent on Languages has been providing high quality translation, interpretation, transcription, and multilingual desktop publishing services to major corporations, local businesses, and State and federal agencies. Accent combines the effectiveness and resource capability to handle large projects, while maintaining a small business feel, assisting and helping our clients with every need, and maintaining a constant channel of communication with the City. The next table summarizes a list of relevant past performance contracts that Accent on Languages is currently managing or successfully managed in the past few years.
Contracting agency Type of contracted services provided Contract term & budget
Performance
outcomes
Alameda County (all
departments)
Over the phone interpreting available 24/7 on
demand for Spanish, Chinese, Vietnamese, and
other languages, including American Sign
Language services.
2017 - 2023
$1,1M
All work
delivered on
time, with no
deviations from
the budget.
California
Department of
Motor Vehicles
(DMV)
Over the phone and video remote (for ASL)
interpreting with linguists cleared by Department
of Justice Live Scan certification. Languages
offered: American Sign Language (ASL), Arabic,
Mandarin, Armenian Eastern, Portuguese,
Armenian Western, Russian, Cantonese, Spanish,
Japanese, Tagalog, Korean, Vietnamese, Afghani,
Indonesian, Albanian, Ingush, Amharic, Italian,
Assyrian, Laotian, Bengali, Lebanese, Bulgarian,
Lithuanian, Burmese, Macedonian, Cambodian,
Malayalam, Chaldean, Mien, Chinese, Nepali,
Chiu-Chow, Pashto, Croatian, Persian, Dari,
Polish, Dutch, Punjabi, Eritrean, Romanian,
Ethiopian, Samoan, Farsi, Serbian, French,
Somali, German, Taiwanese, Greek, Tibetan,
Gujarati, Thai, Hebrew, Tigrinya, Hindi, Tongan,
Hmong, Turkish, Hungarian, Ukrainian, IIocano,
Urdu.
2023-2024
$35,000
All work
delivered on
time, with no
deviations from
the budget.
California Air
Resources Board
Simultaneous interpreting services, audio
equipment rental services, glossary
management, written translation services:
Spanish, Punjabi, Chinese (Traditional), Chinese
(Simplified), Korean, Vietnamese.
2010 - 2021
$506,000
All work
delivered on
time, with no
deviations from
the budget.
San Diego County Serving all departments in the County. Written translation services, glossary management,
formatting services in Arabic, Chinese, Spanish,
Tagalog, Vietnamese, Dari, Farsi, Somali, Hindi,
Korean, Japanese, etc.
2012 - present
$210,000
All work
delivered on
time, with no
deviations from
the budget.
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Contracting agency Type of contracted services provided Contract term & budget
Performance
outcomes
US Citizenship and
Immigration Service
(USCIS)
Over-the-Phone and Video Conferencing
Interpreter Services in support of the
Department of Homeland Security (DHS) United
States Citizenship & Immigration Services (USCIS)
Refugee, Asylum, and International Operations
(RAIO) Directorate. Accent provides on demand
service 24/7 to 12 field offices of DHS, covering
40+ languages including languages such as
Arabic, Dari, Farsi, French, Creole, Hindi,
Mandarin, Pashto, Portuguese, Punjabi, Russian,
Somali, Spanish, Quiche, Ukrainian, Urdu and
indigenous languages (Mam, Ixil, Pulaar). Accent
has a team of about 200+ linguists with a current
public trust security clearance, and a pipeline of
about 400+ linguists in process of obtaining it.
2023 - present
and two
additional
optional years
$799,000 per
year
All work
delivered on
time, with no
deviations from
the budget.
FEMA, APEC
Conference 2023
On-site simultaneous, consecutive, escort and
whispering interpretation and project
management to support the Asian-Pacific
Emergency Council (APEC) conference, held in
Seattle, Washington. Delegations from
economies members of APEC attended the
conference, mostly centered around disaster
emergency response topics. Interpretation was
provided in different modes (consecutive,
simultaneous, whispered) during bilateral
meetings, plenary sessions, working groups,
receptions, and site visits. A team of 12
interpreters covering 7 target languages
(Spanish, Mandarin, Malay, Indonesian,
Vietnamese, Thai, and Korean), catering to
diverse delegations across the APEC economies.
Provide English phonetic pronunciation of
delegates’ names and voices recorded by native
interpreters. Take into consideration geopolitical
issues, like using “Chinese Taipei” instead of
“Taiwan”, “the Republic of Korea” instead of
“Korea”, and “PRC” instead of “China”. Match
conference flow with the right interpreting type
during the event. We also contributed to the
interagency coordination by helping other US
agencies involved in the event, and hotel staff,
audio equipment technicians, etc.
August 2023
APEC conference
in Seattle, WA
$88,000 (without
travel and
lodging)
Travel, lodging,
audio
equipment and
other
coordination
services to
support FEMA.
All work
delivered on
time, with no
deviations from
the budget.
Metlang (prime of
DEA contract)
Analytic linguist services for Metlang for DEA
cases and projects in Regions 1, 2, 3 and 4 (all
United States). Take note linguists per region are
capped by Metlang. Accent coordinates recruited
linguists, coordinated the clearance process and
managed the services provided (Region 1: 11
linguists, Region 2: 7 linguists, Region 3: 4
linguists, Region 4: 16 linguists)
Current contract
2021-2025
All work
delivered on
time, with no
deviations from
the budget.
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Certifications
Our linguists at Accent hold a variety of certifications that demonstrate their expertise and proficiency in their respective fields. These certifications include, but are not limited to:
Certification Commission for Healthcare Interpreters (CCHI) This certification validates our interpreters' competence in providing language support in healthcare settings. It ensures that our linguists possess the necessary skills to facilitate effective communication between healthcare professionals and patients, promoting patient safety and quality care.
The National Board of Certification for Medical Interpreters (NBCMI) Similar to CCHI, NBCMI certification indicates that our medical interpreters meet rigorous standards of competence and professionalism in medical interpretation. It signifies their ability to accurately convey medical information and ensure clear communication between healthcare providers and limited-English-proficient individuals.
Court Certification of the State of California
This certification attests to the qualifications of our interpreters to work in legal settings within the state of California. It demonstrates their proficiency in legal terminology, procedures, and ethics, enabling them to provide accurate and impartial interpretation services in court proceedings and legal proceedings.
ATA Certification
ATA (American Translators Association) certification is a widely recognized credential in the translation industry. It signifies that our translators have demonstrated a high level of proficiency and expertise in translating written materials from one language to another. ATA certification ensures quality and accuracy in translations, adhering to professional standards and best practices. Accent on Languages is a corporate member of the ATA. Please see Accent’s ATA card below:
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American Language Testing Association (ALTA)
The American Language Testing Association (ALTA) offers comprehensive assessments to evaluate linguistic proficiency across diverse domains. ALTA tests provide a rigorous validation of language skills for interpreters and translators, ensuring they possess the expertise needed to meet the complex communication needs of various industries. With ALTA certification, linguists demonstrate their commitment to excellence and professionalism, guaranteeing accurate and reliable language services for clients worldwide.
Registry of Interpreters for the Deaf (RID)
This certification is specifically for sign language interpreters, indicating their competence in facilitating communication between deaf or hard-of-hearing individuals and others. RID certification ensures that our sign language interpreters possess the necessary skills to accurately convey information and promote effective communication in various settings.
Each of these certifications is awarded by reputable organizations that set rigorous standards for competence and professionalism in interpretation and translation. By holding these certifications, our linguists demonstrate their commitment to excellence and their ability to meet the diverse needs of our clients with accuracy, reliability, and professionalism.
Vetting and onboarding of linguists
The first step in the hiring process is to carefully review the resume of the translator or interpreter, and check the credentials, professional references, and recommendations. It is important to note that some languages do not have standard translation or interpreting certification programs in place, and proper professional experience needs to be verified in those cases including proficiency testing whenever it is appropriate. The following items are verified by the Project Managers and supervised by the Account Manager:
● Confirm certifications.
● Confirm educational degree.
● Check relevant work experience.
● Check for references/reviews to understand the context of their past work and reputation.
● Check which linguistic technological tools the translator uses or is familiar with. ● Provide a sample translation.
The second step consists of a series of interviews; a telephone interview followed by an in-person/face-to-face interview with the Project Manager. If the candidate is deemed a suitable linguist, the Account Manager (Ms. Caroline Lee) conducts another face-to-face interview.
Depending on each case, Accent may opt to send a proprietary interpretation and translation assessment to ensure that the linguist is capable of performing the required language services as an additional vetting step.
Provided the final interview and evaluation assessment are successful, and the certifications, credentials, and professional/business references are also appropriately verified, the candidate is selected, agrees to review policies and code of ethics, and signs a confidentiality agreement.
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The linguists who are successfully approved are entered into our database and tracked for performance and continuous education/certification. Accent dedicates a lot of resources to recruiting the best linguists to meet our client’s needs. An ongoing quality control process is in place following the recruiting. The certification and vetting process is as follows:
● Review of resume
● Verification of credentials. Many of the linguists who apply to work with Accent already have the proper credentials such as a medical certification, a state or federal court certification, RID (ASL), and/or the ATA certification.
Linguist Recruitment Checklist (must-haves)
At Accent, we are committed to implementing an above-industry standard when it comes to selecting our linguists to produce the highest quality translations for our clients. ● University or above degree relevant to the field of translation, linguistics, and/or subject matter
● Experience working as a linguist
● Use of CAT tools
● Nationality and native language(s)
● Place of residence per requirement
● Professional certifications
● Sample translation
● References
● Updated CV
CEO's approval of the linguist and the translation and general involvement Accent will always make sure that our CEO Ms. Caroline Lee approves the linguists' selection prior to the commencement of the work. Caroline will review the qualifications of the linguists carefully again to ensure there are no issues down the road. In addition, when the translation and editing work is done, the work will be sent to Caroline to do a final check before submitting it to the client. Should there be any change in circumstances, such as the linguists' availability or any other issues, Caroline should be made aware of the situation immediately.
Subcontractor Plan
All interpreters and translators are subcontractors of Accent and Accent on Languages. The Project Managers are responsible for administering and overseeing the subcontracts. The responsibilities of subcontractors include:
● Demonstrating a high level of proficiency in both the source and target language of interpretation while processing strong interpretation skills, including the ability to accurately convey spoken messages between languages in real-time. ● Acquiring expertise in specific subjects such as legal, medical, technical, or educational interpretation depending on the nature of the request.
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● Maintaining excellent work ethic and professionalism while adhering to ethical standards throughout the interpretation process. This includes maintaining confidentiality, impartiality, and neutrality, as well as refraining from providing personal opinions or commentary during interpretation
Every subcontractor will sign the following agreements with Accent:
● Non-Disclosure Agreement
● Independent Contractor Agreement
● Code of Ethics
Accent will ensure that all subcontractors comply with all the requirements stated in the scope of work; the City will not need to ever contact or manage any subcontracted company or individual. It is understood and agreed that the participating subcontractors shall be solely and directly under the responsibility of Accent, and the City shall have no obligation to them.
Additionally, our Project Managers boast backgrounds and professional degrees in translation and interpretation, positioning them as not only effective administrators but also capable linguists. Their deep understanding of language nuances and cultural contexts enables them to provide valuable insights and guidance to subcontractors throughout the project lifecycle. This dual role empowers our Project Managers to act as both facilitators and contributors, ensuring that the highest standards of quality and accuracy are upheld at every stage. Our project managers are capable of conducting translations in Spanish, Chinese Mandarin, and Japanese. e. Proposed Work Plan
How to order services and response times
Accent can respond to a request immediately over the phone during office hours between Monday and Friday (6AM – 6PM PST). Emails are responded to almost immediately upon receipt. Quotes are typically provided within 30 minutes for interpreting services and document translation projects. Additional or premium services might require a few additional hours.
Interpreters are typically confirmed the same day an order is placed; written translations are delivered within the time frame agreed upon between Accent and the requester on an order-by-order basis.
Accent will always wait until the City provides a verbal or written confirmation, purchase order and/or signed agreement as approval of the quote before starting any work. Accent is willing to adapt to any ordering procedure changes required by the City during the term of the contract.
Orders for services can be placed by telephone, email, or fax.
Office Phone number: 510-644-9470
Office Fax number: 844-308-9396
Office email contact for orders: [email protected] / [email protected] Accent on Languages Response 24-022A 19
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Contact for emergencies: [email protected] / [email protected] (Office hours are 6am-6pm but we can be reached after hours for emergencies).
Standard turnaround time
In-person and Virtual Interpretation Typically 1-2 days. Rarer languages may require a longer turnaround time.
Telephonic Interpretation Ad-hoc
Immediately
Scheduled
Same day
Translation Spanish
2500-3500 words/day, followed by a day of desktop
publishing, and a day of editing and proofreading.
Other Languages
1500-2000 words/day, followed by a day of desktop
publishing, and a day of editing and proofreading.
Our Project managers are always here to assist you at your time of emergency. We have a proven track record of helping our current clients with same-day interpretation requests, both in-person and virtual. With our in-house project managers, who excel not only in project management but also in linguistic expertise, we proudly provide expedited translation services tailored to meet urgent needs. Leveraging their proficiency in languages such as Spanish and Chinese, our team guarantees rapid turnaround times, delivering concise translations for short documents within a mere 2-hour window. For languages like Russian, Japanese, Arabic, French, and German, commonly utilized across various industries, we ensure swift delivery within the same day or overnight. Our streamlined processes and dedicated linguists ensure that regardless of the language, clients receive accurate and timely translations, meeting their immediate requirements without compromising on quality.
Expedited turnaround time
Interpretation Same day
Translation Spanish and Chinese
<1000 words: 2-5 hours Delivery
Common Languages
Same-day or Overnight Delivery
Rare Languages
Overnight or 2-day Delivery
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Real-time Turnaround
With over two decades of experience in providing interpretation and translation services, Accent has perfected efficient workflows to ensure real-time interpretations for calls and meetings. Our comprehensive Content Management Systems (CMS), Translation Management Systems (TMS), and Computer-Assisted Translation (CAT) tools, coupled with experienced personnel, allows for streamlined rescheduling processes for translation and interpretation, enabling swift and accurate communication. Additionally, our project managers specialize in coordinating fast turnaround times for written materials, ensuring same-day confirmation for interpretation requests and next-day translation delivery without compromising quality. Accent will gladly accommodate any emergency requests and do our best to assist the City.
Minimum requirements for linguists
Interpreters must be able to accurately render oral communication involving two or more individuals. The interpreter must be able to accurately translate communication from all involved parties. In the event of meetings that are emotional in nature, interpreters are required to provide interpretation in difficult conditions and remain unbiased. The following is a quick summary of the interpretation skills and role of the interpreter:
● Must be native in the target language.
● Linguists’ minimum requirements include favorable ILR-scale results (3+ or higher) and, in addition to 3+ years of experience.
● Must be bi-cultural in addition to being bilingual.
● Must be a cultural liaison between the client and the LEP . ● Must have a good command of both languages.
● Offer accurate and complete rendition.
● Avoid interaction with the client without the government representative or social worker’s permission.
● Remain impartial and unbiased: The interpreter must not provide private opinions. ● Use of the proper protocol: The interpreter must use the first person when interpreting and the third person when asking for clarification or repetition. ● Notify Accent and the City immediately of any conflict of interest.
Accent relies on standards based on accepted interpreting quality standards, code of ethics, and customer feedback. The following are the requirements to ensure that interpreters comply with industry standards (as per the American Society of Testing and Materials, ASTM):
● Command of Foreign language
● Attention skills
● Analytical skills
● Memory skills
● Language transfer skills
● Note-taking skills
● Cultural Awareness
● Clear and audible speech
● Demeanor appropriate to setting
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● Adaptability
● Stamina
● Ability to cope with stress
● Knowledge of subject matter
● Education and specialization
● Research and preparation skills
Linguist Recruitment Checklist (must-haves)
At Accent, we are committed to implementing an above-industry standard when it comes to selecting our linguists to produce the highest quality translations for our clients. ● University degree relevant to the field of translation, linguistics, or subject matter ● Experience working as a linguist
● Use of CAT tools
● Nationality and native language(s)
● Place of residence per requirement
● Professional certifications
● Sample translation
● References
● Updated CV
Available Languages for Interpretation and Translation
The table below delineates the robust capacity of Accent's local interpreter network ready to cater to the diverse language needs of the City. The information below provides a snapshot of our current interpreter availability. Accent is consistently engaging in the vetting of qualified linguists. Therefore, this listing is dynamic and will expand over time to accommodate evolving language requirements, and underscores our commitment to maintaining an extensive and responsive interpreter network, ensuring a seamless and comprehensive language solution for the City's needs.
LANGUAGES OFFERED TOTAL LANGUAGES OFFERED TOTAL
Albanian 4 Marathi 3
American Sign Language (ASL) 14 Mien 1
Amharic 30 Mongolian 6
Arabic 52 Navajo 2
Armenian 3 Nepalese 9
Bengali 4 Oriya 2
Burmese 9 Oromo 6
Cantonese 27 Pashto 22
Chin, Hakka 4 Patois 1
Czech 1 Polish 8
Dari 18 Portuguese 38
Dutch 10 Punjabi 17
Farsi 24 Romanian 5
French 42 Russian 48
Georgian 3 Serbian 1
German 10 Serer 1
Gujarati 7 Slovak 1
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Haitian Creole 76 Somali 11
Hindi 29 Spanish 957
Hmong 4 Swahili 11
Indonesian 5 Tagalog 13
Italian 12 Tajiki 1
Japanese 12 Tamil 5
Kannada 6 Telugu 5
Korean 16 Thai 9
Khmer 5 Tibetan 3
Kurdish 3 Tigrigna 7
Lao 7 Turkish 8
Lingala 2 Ukrainian 12
Malayalam 6 Urdu 25
Mam 3 Uzbek 4
Mandarin 85 Vietnamese 26
Mandinka 1 Wolof 4
Total: 66 Languages Total: 1806
linguists
Implementation Plan
We propose a meticulous implementation plan for a seamless transition, particularly beneficial for agencies new to this contract. The plan considers the diverse needs of participating agencies, fostering an inclusive approach. This implementation plan aims to blend continuity with innovation, ensuring a transition that not only maintains the lofty standards set in the past but also adapts to the evolving landscape of the City's language service requirements.
Timeline of Project Goals, Measurable Outcomes, and Benchmark Activities:
● Pre-Implementation Phase (Weeks 1-2):
○ Conduct a Comprehensive Review: Assess the current service landscape and identify areas for improvement.
○ Confirm Project Team: Reaffirm the roles of key personnel, emphasizing the retention of experienced staff.
○ Schedule Renewal Kickoff Meeting: Engage in a strategic discussion to align with evolving City expectations.
● Renewal Kickoff Meeting (Week 2):
○ Facilitate a renewal kickoff meeting to formally reintroduce the team, discuss lessons learned, and outline enhancements.
○ Reinforce the collaborative approach and gather insights for improvement. ● Communication and Feedback Loop (Weeks 3-4):
○ Strengthen the communication plan to address ongoing needs and feedback. ○ Collect feedback from City stakeholders on the current service delivery.
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● Training and Transition Refinement (Weeks 5-8):
○ Refine and conduct training sessions for Language Access Coordinators and Site Managers.
○ Enhance transition discussions with departments, incorporating lessons learned from the existing contract.
● Continuous Improvement Initiatives (Week 9 Onward):
○ Implement improvements based on feedback and identified areas for enhancement.
○ Maintain ongoing evaluation and feedback sessions to ensure sustained service excellence.
● Regular Collaboration (Throughout Renewal):
○ Maintain periodic meetings with the City to address evolving needs and ensure continuous improvement.
○ Leverage existing relationships to streamline communication and optimize services.
Key Personnel Assignments
● Account Manager:
○ Primary point of contact, leveraging existing relationships for smoother transition.
○ Focuses on continuous improvement initiatives and addressing evolving City needs.
● Project Managers:
○ Retain their roles in close collaboration with Language Access Coordinators and agency and department Managers.
○ Emphasize ongoing training and proactive engagement.
Milestones
● After 6 months, Accent recommends holding a mid-term meeting with the City to discuss progress, achievements, goals, and any other concerns of the City. We also recommend holding a contract closure meeting to evaluate the contract and provide improvement actions to the City for future use at its discretion.
Continuous Quality Commitment
● Accent will prepare a Quality Control Plan (QCP) to serve as framework for the entire contract. This QCP will be reviewed monthly and updated accordingly as new work is produced and delivered.
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● Accent can provide any other reports upon request (monthly billing, over the phone usage reporting, etc.)
Measurable outcomes
● Interpretation Services:
○ Fulfillment Rate: Achieve a 90% or higher completion rate for interpretation assignments.
○ Client Feedback Score: Maintain an average client satisfaction score of 4.5 out of 5 based on feedback.
● Translation Services:
○ Delivery Timeliness:
■ Early Deliveries: Aim for 10% of translation projects completed ahead of the deadline.
■ On-time Deliveries: Ensure 90% of translations are delivered on the agreed-upon schedule.
■ Late Deliveries: Strive for less than 5% of translations to be delivered after the deadline.
○ Translation Quality:
■ Accuracy: Maintain an accuracy rate of 98% or higher in translated content.
■ Consistency: Achieve a consistency rating of 95% or above for terminology and style.
■ Client Satisfaction: Maintain an average client satisfaction score of 4.5 out of 5 based on feedback.
● Overall Services:
○ Complaint Resolution Time: Resolve client complaints within 48 hours, aiming for a 90% resolution rate within this timeframe.
○ Customer Retention Rate: Achieve a customer retention rate of 90% or higher based on annual renewals.
○ Cost Efficiency: Maintain an average cost efficiency improvement of 5% annually through process optimization.
This Implementation Plan and Schedule reflect our commitment to proactive collaboration, ongoing and continuous improvement. We welcome the opportunity to discuss further and refine this plan based on the City's specific expectations and aspirations for the renewed contract.
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f. References - Attachment B
Attachment B is included in the next page. This Attachment is also included in Volume III - Certifications.
Accent on Languages Response 24-022A 26
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Response to Request for Proposals No. 24-022A
“Translation and Interpretation Services”
City of Santa Ana
Volume II - Price Quote
Submitted by:
Accent on Languages, Inc.
Questions?
Please contact [email protected]
510-644-9470
3/21/2023
Accent on Languages Response 24-022A 28
Volume II - Price Quote
TABLE OF CONTENTS
Price Proposal Form - Attachment A-2..................................................................................... 30 Terms of Service.................................................................................................................. 30 Schedule/pricing information for urgent requests made with less than 24-hours’ notice......... 34 Rush Fee for In-person Interpretation................................................................................ 34 Expedited Translation Delivery........................................................................................... 34 Telephonic Interpretation................................................................................................... 34 Accent on Languages Response 24-022A 29
Volume II - Price Quote
Response to Request for Proposals No. 24-022A
“Translation and Interpretation Services”
City of Santa Ana
Volume III - Certifications (Attachments)
Submitted by:
Accent on Languages, Inc.
Questions?
Please contact [email protected]
510-644-9470
3/21/2023
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
36 TABLE OF CONTENTS
Attachment A-1: Proposer’s Certification and Proposal Item Pricing 38 Attachment A-2: Pricing Proposal 39
Attachment B: References 42
Attachment C: Proposer’s Statement 43
Attachment D: Non-Collusion Affidavit (notarized) 44
Attachment E: Non-Lobbying Certification 46
Attachment F: Non-Discrimination Certification 47
Attachment G: Sam.gov UEI Verification 49
Attachment H: Certification Regarding Debarment, 50
Suspension, Ineligibility and Voluntary Exclusion
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
37 CITY OF SANTA ANA
Certification - I certify that I have read, understand and agree to the terms and conditions of this Request for Proposals. I have examined the Scope of Services (Exhibit I) and am qualified to provide services being requested as specified herein. I understand and agree that I am responsible for reporting any errors, omissions or discrepancies to the City for clarification prior to the submission of my proposal.
PROPOSER’S STATEMENT: I have read, understood and agree to the terms and conditions on all pages of the Request for Proposals. Upon request, I will transfer and deliver goods or services to the City in accordance with said terms and conditions.
__________________________________________________________________________________
LEGAL NAME OF COMPANY PHONE AND FAX NUMBERS
__________________________________________________________________________________
BUSINESS ADDRESS
__________________________________________________________________________________
PRINTED NAME OF AUTHORIZED AGENT TITLE
__________________________________________________________________________________
SIGNATURE OF AUTHORIZED AGENT DATE E-MAIL ADDRESS
__________________________________________________________________________________
FEDERAL ID NUMBER (IF APPLICABLE) CONTRACTOR LICENSE NUMBER (IFAPPLICABLE)
__________________________________________________________________________________
CITY OF SANTA ANA BUSINESS LICENSE NUMBER
(PLEASE PROVIDE IF AVAILABLE, BUT NOT REQUIRED UNTIL AND IF AN AWARD IS MADE TO PROPOSER.) THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL.
PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE.
ATTACHMENT A-1
PROPOSER’S CERTIFICATION, PROPOSAL PRICING
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
38 Accent on Languages, Inc. 510-644-9470 / 844-308-9396 2718 Telegraph Avenue Suite 104 Berkeley CA 94705
Eduardo Puyol-Martinez Director
3/20/2024 [email protected]
04-3781767 N/A
N/A
CITY OF SANTA ANA
List and describe fully the contracts performed by your firm which demonstrate your ability to provide the supplies, equipment or services included in the scope of the proposal specifications. Attach additional pages if required. The City reserves the right to contact each of the references listed for additional information regarding your firm's qualifications.
REFERENCE
Customer Name:______________
___________Contact Individual: ____________________________ Address: ________________________________Phone Number:
_______________________________ EMAIL: ____________________________________ Contract Amount: ________________________Year: ______________________________________ Description of supplies, equipment, or services provided:
__________________________________________________________________________________
REFERENCE
Customer Name:______________
___________Contact Individual: ____________________________ Address: ________________________________Phone Number:
_______________________________ EMAIL: ____________________________________ Contract Amount: ________________________Year: ______________________________________ Description of supplies, equipment, or services provided:
__________________________________________________________________________________
REFERENCE
Customer Name:______________
___________Contact Individual: ____________________________ Address: ________________________________Phone Number:
_______________________________ EMAIL: ____________________________________ Contract Amount: ________________________Year: ______________________________________ Description of supplies, equipment, or services provided:
THIS FORM MUST
BE COMPLETED AND INCLUDED WITH THE PROPOSAL.
PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE.
ATTACHMENT B
REFERENCES
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
42 Department of Homeland Security (DHS) Alisha R Massey-Williams (727) 325-0333
[email protected]
Office of Contracting, 124 Leroy Road
Williston VT 05495
$3,999,999 5/1/2023 - 5/1/2024
Over-the-Phone and Video Conferencing Interpreter Services, dedicated to supporting the Department of Homeland Security (DHS) United States Citizenship & Immigration Services (USCIS) Refugee, Asylum, and International Operations (RAIO) Directorate. Our on-demand services operate 24/7, catering to 12 DHS field offices for CFI, RFI, and Safe Third Country Screening Interviews across 40+ languages Alameda County Public Health Department Dellie Cartwright 1100 San Leandro Blvd, San Leandro, CA 94577 510-208-3932 [email protected]
2021-2024, just renewed until 2029$6,391,000
Accent on Languages provides on-site, video and over the telephone interpreting services in spoken languages and American Sign Language, and written translation services including formatting and glossary development services.
Accent on Languages provides written translation and on-site interpreting services as well as American Sign Language, to support various departments and agencies within the City of Oakland, such as Public Works, Transportation, Office of the Mayor, Parks and Recreation, Health Department, including materials to be posted online in the City’s website.
2022-2025$550,000
150 Frank Ogawa Plaza, Oakland CA 94612
City of Oakland May Tam
510-238-2368
[email protected]
CITY OF SANTA ANA
Proposer understands and agrees that this written RFP (or any part thereof specifically designated and accepted by the City of Santa Ana, hereinafter City) shall constitute the entire agreement between proposer and the City only after it has been accepted by the City Council, endorsed by the Clerk of the Council with her signature and official seal noting hereon the action of approval of the Council, signed by the Executive Director or his duly authorized agent, and signed by the City Attorney, denoting his approval of the form of this document, and its execution, and when it or an exact copy of it has been either delivered to proposer or deposited with the United States Postal Service properly addressed to the proposer with the correct postage affixed thereto.
Proposer further agrees that upon delivery (as defined above) of the accepted agreement he/she will furnish City all required bonds and certificate of liability insurance within ten (10) days (excluding Saturdays, Sundays and City’s legal holidays), or the funds, check, draft, or proposer’s bond substituted in lieu thereof accompanying this proposal shall become the property of the City and shall be considered as payment of damages due to the delay and other causes suffered by City because of the failure to furnish the necessary bonds and because it is distinctly agreed that the proof of damages actually suffered by City is difficult to ascertain; otherwise said funds, check drafts, or proposer’s bond substituted in lieu thereof shall be returned to the undersigned.
Proposer understands that a proposal is required for the entire work, that the estimated quantities set forth in the RFP schedule are solely for the purpose of comparing proposals, and that final compensation under the contract will be based upon the actual quantities of work satisfactorily completed.
All terms contained in the specifications, the certification of nondiscrimination by contractors, and the required insurance certificates are to be incorporated by reference into this agreement and are made specifically as part of this RFP.
Firm________________________________________________________________________________ Signed and Printed Name: ______________________________________________________________ Title ________________________________________________________________________________ Date
THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL.
PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE.
ATTACHMENT C
PROPOSER’S STATEMENT
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
43 Accent on Languages, Inc.
Eduardo Puyol-Martinez
Director
3/20/2024
Firm________________________________________________________________________________ Signed and Printed Name: ______________________________________________________________
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
44 Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
45 CITY OF SANTA ANA
The prospective
participant certifies, by signing and submitting this bid or proposal, to the best of his or her knowledge and belief, that:
(1) No Federal appropriated funds have been paid or will be paid, by or on behalf of the undersigned, to any person for influencing or attempting to influence an officer or employee of any Federal agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with the awarding of any Federal contract, the making of any Federal grant, the making of any Federal loan, the entering into of any cooperative agreement, and the extension, continuation, renewal, amendment, or modification of any Federal contract, grant, loan, or cooperative agreement.
(2) If any funds other than Federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any Federal agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with this Federal contract, grant, loan, or cooperative agreement, the undersigned shall complete and submit Standard Form-LLL, "Disclosure of Lobbying Activities," in conformance with its instructions.
This certification is a material representation of fact upon which reliance was placed when this transaction was made or entered into. Submission of this certification is a prerequisite for making or entering into this transaction imposed by Section 1352, Title 31, U.S. Code. Any person who fails to file the required certification shall be subject to a civil penalty of not less than $10,000 and not more than $100,000 for each such failure.
The prospective participant also agrees by submitting his or her bid or proposal that he or she shall require that the language of this certification be included in all lower tier subcontracts, which exceed $100,000 and that all such subrecipients shall certify and disclose accordingly.
Signed:
Title:
Firm:
Date:
THIS FORM MUS
T BE COMPLETED AND INCLUDED WITH THE PROPOSAL.
PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE.
ATTACHMENT E
NON-LOBBYING CERTIFICATION
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
46 Eduardo Puyol-Martinez, Director
Accent on Languages, Inc.
3/20/2024
CITY OF SANTA ANA
The undersigned
consultant or corporate officer, during the performance of this contract, certifies as follows:
1. The Consultant shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, or national origin. The Consultant shall take affirmative action to ensure that applicants are employed, and that employees are treated during employment without, regard to their race, color, religion, sex, or national origin. Such action shall include, but not be limited to, the following: employment, upgrading, demotion, or transfer; recruitment or recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. The Consultant agrees to post in conspicuous places, available to employees and applicants for employment, notices to be provided setting forth the provisions of this nondiscrimination clause.
2. The Consultant shall, in all solicitations or advertisements for employees placed by or on behalf of the Consultant, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.
3. The Consultant shall send to each labor union or representative of workers with which he/she has a collective bargaining agreement or other contract or understanding, a notice to be provided advising the said labor union or workers’ representatives of the Consultant’s commitments under this section, and shall post copies of the notice in conspicuous places available to employees and applicants for employment.
4. The Consultant shall comply with all provisions of Executive Order 11246 of September 24, 1965, and of the rules, regulations, and relevant orders of the Secretary of Labor.
5. The Consultant shall furnish all information and reports required by Executive Order 11246 of September 24, 1965, and by rules, regulations, and orders of the Secretary of Labor, or pursuant thereto, and will permit access to his/her books, records, and accounts by the administering agency and the Secretary of Labor for purposes of investigation, to ascertain compliance with such rules, regulations, and orders.
1. In the event of the Consultant’s non-compliance with the nondiscrimination clauses of this contract or with any of the said rules, regulations, or orders, the contract may be canceled, terminated, or suspended in whole or in part and the Consultant may be declared ineligible for further Government contracts or federally assisted construction contracts in accordance with procedures authorized in Execution Order 11246 of September 24, 1965, and such other sanctions may be imposed and remedies invoked as provided in Executive Order 11246 of September 24, 1965, or by rule, regulations, or order of the Secretary of Labor, or as otherwise provided by law.
2. The Consultant shall include the portion of the sentence immediately preceding paragraph (1) and the provisions of paragraphs (1) through (7) in every subcontract or purchase order unless exempted by rules, regulations, or orders of the Secretary of Labor issued pursuant to Section 204 of Executive Order 11246 of September 24, 1965, so that such provisions will be binding upon each subcontract
ATTACHMENT F
NON-DISCRIMINATION CERTIFICATION
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
47 CITY OF SANTA ANA
or purchase order as the administering agency may direct as means of enforcing such provisions, including sanctions for noncompliance; provided, however, that in the event the Consultant becomes involved in, or is threatened with, litigation with a subconsultant or vendor as a result of such direction by the administering agency, the Consultant may request that the United States enter into such litigation to protect the interests of the United States.
8. Pursuant to California Labor Code Section 1735, as added by Chapter 643 Stats. 1939, and as amended, no discrimination shall be made in the employment of persons upon public works because of race, religious creed, color, national origin, ancestry, physical handicaps, mental condition, marital status, or sex of such persons, except as provided in Section 1420, and any consultant of public works violating this Section is subject to all the penalties imposed for a violation of the Chapter.
Signed:
Title:
Firm:
Date:
THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL.
PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE.
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
48 Eduardo Puyol-Martinez, Director
Accent on Languages, Inc.
3/20/2024
CITY OF SANTA ANA
On April 4, 2022,
the federal government stopped using the DUNS Number to uniquely identify entities.
Now, entities doing business with the federal government use the Unique Entity ID created in SAM.gov.
They no longer have to go to a third-party website to obtain their identifier. This transition allows the government to streamline the entity identification and validation process, making it easier and less burdensome for entities to do business with the federal government.
This RFP includes federal funding, and as such, the proposer must provide verification of their SAM.gov UEI and registration status. Please attach your entity’s registration from SAM.gov, including UEI and active registration status.
Proposer’s UEI:_______________________________________________ SAM.gov Registration Expiration Date:_____________________________ THIS FORM MUST BE COMPLETED AND INCLUDED WITH THE PROPOSAL.
PROPOSALS THAT DO NOT CONTAIN THIS FORM WILL BE CONSIDERED NONRESPONSIVE.
ATTACHMENT G
SAM.GOV UEI VERIFICATION
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
49 M3W2EQK9LHC1
12/11/2024
Certification Regarding
Debarment, Suspension, Ineligibility and Voluntary Exclusion Lower Tier Covered Transactions
This certification is required by the regulations implementing Executive Order 12549, as amended, Nonprocurement Debarment and Suspension, 2 CFR Part 2998, Subpart C, Responsibilities of Participants Regarding Transactions. The regulations were published as Part VII of the May 26, 1988, Federal Register (Pages 19160-19211), and as subsequently amended in 81 Federal Register 25585. (Before completing certification, read instructions which are an integral part of certification)
1. Pursuant to 2 CFR 180.335, the prospective primary participant, (i.e. grantee) certifies to the best of its knowledge and belief, that it and its principals:
a. Are not presently excluded or disqualified;
b. Have not been convicted within the preceding three years of any of the offenses listed in 2 CFR 180.800(a) or had a civil judgment rendered against them for one of those offenses within that time period.
c. Are not presently indicted for or otherwise criminally or civilly charged by a government entity (Federal, State or local) with commission of any of the offenses listed in 2 CFR 180.800(a); and
d. Have not had one or more public transactions (Federal, S tate or local) terminated within the preceding three years for cause or default.
2. Where the prospective primary participant is unable to certify to any of the statements in this certification, such prospective participant shall attach an explanation to this proposal.
Consultant
Name and Title of Official Authorized to Certify
On Behalf of the Consultant
_______________________________________
Date
ATTACHMENT H
CERTIFICATE OF DEBARMENT
Accent on Languages Response 24-022A
Volume III - Certifications (Attachments)
50 Eduardo Puyol-Martinez, Director
3/20/2024
EXHIBIT C
CONSULTANT’S FEE PROPOSAL
ITEM DESCRIPTION/ SPECIFICATION
On-Site Consecutive
ASL American Sign Language (ASL)
On-Site Consecutive
1A Arabic (CA designated)
2A
Armenian
(Eastern and Western) (CA designated)
3A Bengali
4A Cantonese (CA designated)
5A Chinese (Traditional and Simplified)
6A Dari
7A Farsi
8A Hindi
9A Hmong
10A Indonesian
11A Japanese (CA designated)
12A Khmer (CA designated)
13A Korean (CA designated)
14A Loatian
15A Mandarin (Classic CA designated)
16A Mien
17A Nepali
18A Polish
19A Portuguese (CA designated)
20A Punjabi (CA designated)
21A Romanian
22A Russian (CA designated)
23A Serbian
24A Spanish (CA designated)
25A Tagalog (CA designated)
26A Turkish
27A Vietnamese (CA designated)
REQUEST FOR CLARIFICATION
PRICING PROPOSAL
Contractor shall base all costs on an “Hourly Rate” schedule for work performed in accordance with the Scope of Services (Attachment I) of this RFP.
The undersigned certifies that he/she has read all documents related to this proposal and understands all terms and conditions related thereto; and in conformity with the terms and conditions, hereby proposes to the City of Santa Ana the following:
INTERPRETATION SERVICES
AMERICAN SIGN LANGUAGE
135.00$
120.00$
155.00$
135.00$
135.00$
155.00$
135.00$
115.00$
135.00$
135.00$
135.00$
115.00$
115.00$
115.00$
135.00$
135.00$
UNIT COST (PER HOUR)
$165
135.00$
135.00$
145.00$
135.00$
135.00$
135.00$
120.00$
120.00$
135.00$
135.00$
135.00$
EXHIBIT I
ASL
Remote Simultaneous Over the Phone Interpretation (Per Minute) Video-Remote Interpretation (Per Minute) 1A
2A
3A
4A
5A
6A
7A
8A
9A
10A
11A
12A
13A
14A
15A
16A
17A
18A
19A
20A
21A
22A
23A
24A
25A
26A
27A
Video-Remote Interpretation (Per minute)
145.00$
145.00$
155.00$
125.00$
125.00$
145.00$
145.00$
145.00$
145.00$
125.00$
145.00$
145.00$
145.00$
145.00$
145.00$
145.00$
145.00$
145.00$
145.00$
145.00$
120.00$
120.00$
1.55$
1.55$
1.25$
1.25$
1.25$
1.55$
1.25$
1.25$
1.55$
1.55$
1.55$
1.55$
120.00$
160.00$
160.00$
145.00$
120.00$
$2.99
2.99$
2.99$
2.99$
1.25$
1.55$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
1.25$
1.55$
1.55$
1.25$
1.25$
1.25$
1.25$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
2.99$
1.55$
1.25$
1.55$
1.05$
1.25$
1.55$
ITEM DESCRIPTION/ SPECIFICATION
REQUEST FOR CLARIFICATION
PRICING PROPOSAL
Contractor shall base all costs on an “Hourly Rate” schedule for work performed in accordance with the Scope of Services (Attachment I) of this RFP.
The undersigned certifies that he/she has read all documents related to this proposal and understands all terms and conditions related thereto; and in conformity with the terms and conditions, hereby proposes to the City of Santa Ana the following:
AMERICAN SIGN LANGUAGE
UNIT COST (PER HOUR)
1B Arabic (CA designated)
2B Armenian (Eastern and Western) (CA designated)
3B Bengali
4B Cantonese (CA designated)
5B Chinese (Traditional and Simplified)
6B Dari
7B Farsi
8B Hindi
9B Hmong
10B Indonesian
11B Japanese (CA designated)
12B Khmer (CA designated)
13B Korean (CA designated)
14B Loatian
16B Mien
17B Nepali
18B Polish
19B Portuguese (CA designated)
20B Punjabi (CA designated)
21B Romanian
22B Russian (CA designated)
23B Serbian
24B Spanish (CA designated)
25B Tagalog (CA designated)
26B Turkish
27B Vietnamese (CA designated)
ASL
American Sign Language
(enter min. number of hours x rate per hour)
INT
Interpretation Services
(enter min. number of hours x rate per hour)
TRSL
Translation Services
(enter min. number of words x price per word)
WRITTEN TRANSLATION UNIT COST (PER WORD)
MINIMUM WORK REQUIREMENTS PER JOB
(if applicable)
0.18$
0.18$
0.18$
0.19$
0.18$
0.14$
0.19$
0.18$
0.19$
0.18$
0.18$
$230
$50
GRAND TOTAL 3,739.61$
(SUM OF ALL LINES ABOVE; ASL, 1A-27A & 1B-27B )
0.18$
0.19$
0.18$
MIN. NO. OF HOURS/WORDS (IF ANY)
$330
0.19$
0.18$
0.17$
0.18$
0.12$
0.19$
0.20$
0.19$
0.19$
0.15$
0.15$
0.18$
ITEM DESCRIPTION/ SPECIFICATION
REQUEST FOR CLARIFICATION
PRICING PROPOSAL
Contractor shall base all costs on an “Hourly Rate” schedule for work performed in accordance with the Scope of Services (Attachment I) of this RFP.
The undersigned certifies that he/she has read all documents related to this proposal and understands all terms and conditions related thereto; and in conformity with the terms and conditions, hereby proposes to the City of Santa Ana the following:
AMERICAN SIGN LANGUAGE
UNIT COST (PER HOUR)
RATE PER
HOUR/WORD
MIN. NO. OF
HOURS -
WORDS
TOTAL
UNIT
COST
ASL (enter min. number of hours x rate per hour) $165 X 2 $330 $165 X 2 $330
PROPOSER RESPONSE PREPARED AND ACKNOWLEDGED BY:
PRINT NAME
NOTE: Submission of this Proposal will be taken as conclusive evidence that the Contractor has made a careful examination of the Scope of Services and Attachments.
Signature page on next page
CLOSED-CAPTIONED SERVICES
(Optional Services)
Accent on Languages, Inc.
COMPANY NAME
Eduardo Puyol-Martinez Director
TITLE
6/25/2024
SIGNATURE DATE
Any language listed herein, standard rate
Price Proposal Form - Attachment A-2
Attachment A-2 included in the next page. This attachment is also included in the Volume III - Certifications (Attachments).
Terms of Service
Services should be scheduled with at least 48 hours’ notice. Cancellation that is not placed and acknowledged by Accent on Languages at least two (2) business days before the date of the booking will be charged for the full scheduled time. Rates are per hour and per interpreter. All interpreting services have a two (2) hour minimum charge, except video remote services with a scheduled start time prior to 5 PM (one (1) hour minimum). Mileage if applicable will be billed at federal rate. (*) Interpretation services over one (1) hour long will require a team of at least two (2) interpreters. Simultaneous services (video or face to face) may require a team of at least two (2) interpreters for appointments over 30 minutes.
Accent on Languages Response 24-022A 30
Volume II - Price Quote
Schedule/pricing information for urgent requests made with less than 24-hours’ notice Rush Fee for In-person Interpretation
An additional 15%will be charged on service requests within 24 hours (same-day requests).
Expedited Translation Delivery
RUSH RATE TIERS <500 WORDS 500-1000 WORDS
Rush Rate 1: 2 Hours Turnaround 25% 35%
Rush Rate 2: 5 Hours Turnaround 20% 30%
Rush Rate 3: 24 Hours Turnaround Flat rate at 15% (Up to 4000 words) Rush Rate 4: 48 Hours Turnaround Flat rate at 10% (Up to 6000 words) Telephonic Interpretation
AD-HOC RATE
All Languages $1.75/minute (No minimums)
PRESCHEDULED RATE
Spanish $90 (Minimum 1 hour, 15 min. increments)
Spanish (Legal) $94 (Minimum 2 hours, 15 min. increments) Other Languages $90 (Minimum 1 hour)
ASL (Video Remote) $130 (Minimum 2 hours)
Accent on Languages Response 24-022A 34
Volume II - Price Quote
ANY PROPRIETOR/PARTNER/EXECUTIVE
OFFICER/MEMBER EXCLUDED?
INSR ADDL SUBR
LTR INSD WVD
PRODUCER CONTACT
NAME:
FAXPHONE
(A/C, No):(A/C, No, Ext):
E-MAIL
ADDRESS:
INSURER A :
INSURED INSURER B :
INSURER C :
INSURER D :
INSURER E :
INSURER F :
POLICY NUMBER POLICY EFF POLICY EXPTYPE OF INSURANCE LIMITS(MM/DD/YYYY) (MM/DD/YYYY)
AUTOMOBILE LIABILITY
UMBRELLA LIAB
EXCESS LIAB
WORKERS COMPENSATION
AND EMPLOYERS' LIABILITY
DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required)
AUTHORIZED REPRESENTATIVE
EACH OCCURRENCE $
DAMAGE TO RENTEDCLAIMS-MADE OCCUR $PREMISES (Ea occurrence) MED EXP (Any one person) $
PERSONAL & ADV INJURY $
GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $
PRO-POLICY LOC PRODUCTS - COMP/OP AGGJECT
OTHER: $
COMBINED SINGLE LIMIT $(Ea accident)
ANY AUTO BODILY INJURY (Per person) $
OWNED SCHEDULED
BODILY INJURY (Per accident) $AUTOS ONLY AUTOS
HIRED NON-OWNED PROPERTY DAMAGE $AUTOS ONLY AUTOS ONLY (Per accident) $
OCCUR EACH OCCURRENCE
CLAIMS-MADE AGGREGATE $
DED RETENTION $
PER OTH-
STATUTE ER
E.L. EACH ACCIDENT
E.L. DISEASE - EA EMPLOYEE $
If yes, describe under
E.L. DISEASE - POLICY LIMITDESCRIPTION OF OPERATIONS below INSURER(S) AFFORDING COVERAGE NAIC #
COMMERCIAL GENERAL LIABILITY
Y / N
N / A
(Mandatory in NH)
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE
THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS.
THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS
CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS
CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.
IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed.
If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s).
COVERAGES CERTIFICATE NUMBER: REVISION NUMBER:
CERTIFICATE HOLDER CANCELLATION
© 1988-2015 ACORD CORPORATION. All rights reserved.ACORD 25 (2016/03)
CERTIFICATE OF LIABILITY INSURANCE
DATE (MM/DD/YYYY)
$
$
$
$
$
The ACORD name and logo are registered marks of ACORD
9/9/2024
(703) 547-5771 (703) 563-1510
Accent on Languages, Inc
2718 Telegraph Avenue, Suite 104
Berkeley, CA 94705
A Professional Liab ATA-001562-0923 9/22/2023 Each Claim 5,000,000 A Professional Liab ATA-001562-0923 9/22/2023 9/22/2024 Aggregate 5,000,000 See attachment for coverage.
City of Santa Ana
Risk Management Division
20 Civic Center Plaza
Santa Ana
Santa Ana, CA 92701
ACCEONL-02 RGREEN
Alliant Insurance Services, Inc.
4530 Walney Rd Ste 200
Chantilly, VA 20151-2285
Renee Green
[email protected]
Lloyd's Syndicate 609 (Atrium Underwriters Limited)
9/22/2024
AA1126609
ADDITIONAL INSURED ENDORSEMENT
Policy Period: 22 September 2023 to 22 September 2024 at 12:01 a.m. standard time Insured: Accent on Languages, Inc
Effective Date: 17 July 2024 at 12:01 a.m. standard time Policy Number: ATA-001562-0923
following:
City of Santa Ana Retro: 17 July 2024
Risk Management Division
20 Civic Center Plaza
Santa Ana, CA 92701
And their respective affiliates and all of their respective directors, officers, and employees as added as an additional insured(s), but only as respects the operations of the Named Insured and subject to the terms, conditions, limits, and exclusions of the policy of insurance.
The coverage provided hereunder to the above-named Additional Insured shall be primary and non- contributory to any insurance or self-insurance maintained by the Additional Insured to include primary and non-contributory.
Sexual abuse and molestation is excluded.
All other terms and conditions remain unchanged.
Authorized Representative: ______________________________ Date: _________________ Countersignature: _____________________________________ Barry Peters 7/24/2024
ADDITIONAL INSURED ENDORSEMENT
Policy Period: 22 September 2023 to 22 September 2024 at 12:01 a.m. standard time Insured: Accent on Languages, Inc
Effective Date: 17 July 2024 at 12:01 a.m. standard time Policy Number: ATA-001562-0923
following:
City of Santa Ana Retro: 17 July 2024
Risk Management Division
20 Civic Center Plaza
Santa Ana, CA 92701
And their respective affiliates and all of their respective directors, officers, and employees as added as an additional insured(s), but only as respects the operations of the Named Insured and subject to the terms, conditions, limits, and exclusions of the policy of insurance.
The coverage provided hereunder to the above-named Additional Insured shall be primary and non- contributory to any insurance or self-insurance maintained by the Additional Insured to include primary and non-contributory.
Sexual abuse and molestation is excluded.
All other terms and conditions remain unchanged.
Authorized Representative: ______________________________ Date: _________________ Countersignature: _____________________________________ Barry Peters 7/24/2024