ADMINISTRATIVE INSTRUCTION
SUBJECT: Language Access Policy NUMBER: II-4-30
EFFECTIVE DATE: May 13, 2024 PAGE: 1 of 5
I. PURPOSE
The purpose of this Administrative Instruction (AI) is to set Citywide standards for when and how translation and interpretation is provided for public meetings, customer service in languages other than English, and customer-facing publications and resources.
II. SCOPE
This AI is intended to define Citywide translation and interpretation policy, including when and how translation and interpretation are to be used and the services available to support such work.
III. DEFINITIONS
Bilingual Bonus Skills Pay List: List maintained by Human Resources of staff who receive supplemental pay for their skill in languages other than English.
Professional translation/interpretation: Translation or Interpretation provided by a certified individual or firm to ensure high quality and accuracy, typically provided through a contracted service provider. To be used for more extensive translations or interpretation provided for formal settings, public meetings, or official forms.
Customer facing forms and documents: Documents designed to engage the public and those used to do business with the City. Examples include brochures, flyers, announcements, forms, requests for service, citations, warnings, instructions, and informational documents. Due to available resources, documents used for internal planning or technical city business, such as staff reports, ordinances, information items, etc., are not included in this list.
Staff translation/interpretation: Limited or quick translation or interpretation services provided by City employees to support customer service, provide information in real-time, and complete transactions.
Substantial Number of Limited English Speaking Persons: A group of people who speak a shared language other than English, and make up 3+% of the city’s total population. As of the 2020 American Community Survey 5-Year Estimate, Spanishspeakers are the only limited-English speaking language group in Santa Monica with over 3 percent representation in Santa Monica, warranting required translations for customerfacing documents.
ADMINISTRATIVE INSTRUCTION
SUBJECT: Language Access Policy NUMBER: II-4-30
EFFECTIVE DATE: May 13, 2024 PAGE: 2 of 5
IV. POLICY
The following steps must be taken to deliver high-quality customer service to our nonEnglish speaking constituents:
A. All digital or printed City customer-facing forms and documents must be translated and made available in Spanish.
B. City document translations must be done professionally if any of the following apply to your document:
• The document gives instructions or is required to complete a City process. • The document requires a signature.
• The document contains advanced technical terms and/or jargon. • The document is one with legal consequences that requires the recipient to respond, such as a citation, a warning, information about contesting a citation, or other documents related to enforcement.
• The document is longer than two pages.
C. All other City printed or digital customer-facing forms and documents that do not meet the above criteria may be translated either by a staff member from the Bilingual Bonus Skills Pay List, or done professionally through the Language Access Request Form, or via an existing vendor with your department.
D. All time-sensitive City communications (I.e. major disaster SM Alerts, street closures, construction notices, action items with response deadlines) shall be translated into Spanish in a manner that balances urgency with translation accuracy, at staff’s discretion.
E. All Council Agendas (not including staff reports and attachments) must be professionally translated and published in Spanish.
F. All Council agendas, Boards & Commissions agendas, and public hearing notices must have instructions in English and Spanish on how to request live, real-time professional interpretation. Messaging must say that staff will do their best to secure interpretation, and that advance notice is preferred.
ADMINISTRATIVE INSTRUCTION
SUBJECT: Language Access Policy NUMBER: II-4-30
EFFECTIVE DATE: May 13, 2024 PAGE: 3 of 5
G. When possible, all the above documents should include messaging or be accompanied with an insert in Spanish, Mandarin, Farsi, Russian, & Amharic about how to contact 311 for further assistance. This messaging should also include TTY contact information and should be included on the City’s letterhead.
H. All City customer service counters must be equipped with the appropriate devices to be able to access a language interpretation line, allowing us to serve customers in their language.
I. All staff, including police, fire, building and safety, and code enforcement staff, must utilize a language interpretation line to respond to persons in their own language, when appropriate bilingual City staff are not readily available to assist in interpretation, and when doing so would not endanger any parties involved.
J. Departments are expected to pay for all translation and interpretation costs, unless the document/meeting meets the following criteria, in which funds from the Citywide Language Access Fund may be used:
• The document/meeting is for a Citywide project, affecting all departments. • The document/meeting is for a City Board or Commission. • The document/meeting is directly related to a City Council meeting.
Projects not eligible for Citywide Language Access Fund dollars may still use the Language Access Request Form for access to language access vendors maintained by the City Manager’s Office. Each department will be charged for their use of language access vendors via interdepartmental transfer (IDT) on a quarterly basis.
K. The City Manager’s Office and Virginia Avenue Park staff shall maintain a library of devices to facilitate both real-time language interpretation and ADA accessibility needs at City public meetings.
L. Human Resources shall maintain an easy-to-find directory on The Hub of staff who can provide informal translation and interpretation services. This list shall include the staff member’s name, the language(s) they are certified to help with, their department, and contact information. The list must also include the date last updated, along with instructions on how Staff can be certified to receive bilingual skill pay and be added to the list.
ADMINISTRATIVE INSTRUCTION
SUBJECT: Language Access Policy NUMBER: II-4-30
EFFECTIVE DATE: May 13, 2024 PAGE: 4 of 5
M. Software purchases used to generate public-facing documents (such as agenda management software) must include the ability to translate documents into Spanish, at a minimum.
V. PROCEDURE AND RESPONSIBILITIES
PROCEDURE RESPONSIBLE PERSONS
Reference Citywide Language Access SharePoint site as
central repository for all things language access, including Bilingual Bonus Skills Pay List, Customer Services
Resources for serving customers in other languages, and the Language Access Request Form for
translation/interpretation requests.
All City Staff
Translate all documents/forms in Points A, B, C , & D into Spanish, checking first to see and if Bilingual Bonus Skills Pay staff translation is adequate, and what resources are available within their department. If neither is sufficient, they may use CMO’s language access vendors via the Language
Access Request Form.
All City Staff
When requesting interpretation for public meetings, check with CMO and/or Virginia Avenue Park staff on the
availability of real time transmitter devices.
All City Staff
Reconcile Citywide Language Access account with
departmental transactions on a quarterly basis via IDT.
City Manager’s Office Staff
All City Council Agendas professionally translated and
posted in Spanish via Language Access Request Form.
Records and Election Services
staff
Add template language on requesting live interpretation to Council/Commission/Public Hearing meetings. Arrange for live professional interpretations, as requested via Language Access Request Form .
Records and Election Services
staff
Boards & Commissions staff
Public Hearings staff
ADMINISTRATIVE INSTRUCTION
SUBJECT: Language Access Policy NUMBER: II-4-30
EFFECTIVE DATE: May 13, 2024 PAGE: 5 of 5
PROCEDURE RESPONSIBLE PERSONS
Add template language on requesting live interpretation to Council/Commission/Public Hearing meetings. Arrange for live professional interpretations, as requested via Language Access Request Form .
Records and Election Services
staff
Boards & Commissions staff
Public Hearings staff
Add template language either as an insert or at the bottom of documents in Spanish, Mandarin, Farsi, Russian, & Amharic about how to contact 311 for further assistance, in
accordance with Point F.
All City Staff
Review training materials & utilize language interpretation line to provide customer service in customer’s language.
Public Safety staff
Code Enforcement staff
Front-Line Customer Service
staff
Maintain Bilingual Bonus Skills Pay List on the Hub in
accordance with point J.
Human Resources Staff
Perform basic translation and interpretation tasks when requested by City Management as outlined in the MOU’s
Bilingual Skill Pay under urgent and informal circumstances (as opposed to more complex translations and
interpretations outlined above, which must be done
professionally).
Staff receiving Bilingual Bonus
Skills Pay
VI. FORMS
A. Language Access Request Form
B. New Language Access SharePoint Site
VII. AUTHORIZED BY
_________________
David White
City Manager