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1
AnnualReportonImplementation
ofLanguageAccess
DepartmentofSocialServices/
HumanResourcesAdministration,
DepartmentofHomelessServices
5/4/2020
This annual report provides an update on the agency’s implementation of its Language Access
Implementation Plan, as required by Local Law 30 (2017). The report covers activity during Calendar
Year 2019.
This report also addresses updates for agencies covered by Local Law 73 (2003).
2
Section1:AgencyInformation
Agency name Department of Social Services (DSS)/ Human Resources
Administration (HRA), Department of Homeless Services (DHS)
Name of the agency’s Language Access
Coordinator (LAC) and all office titles held
by this individual.
Marah Rhoades, Deputy Commissioner,
Office of Advocacy and Outreach
Link to the agency’s Language Access
Implementation Plan (LAIP) posted on the
agency’s website.
HRA: Click here or see http://bit.ly/HRALAIP2018
DHS: Click here or see http://bit.ly/DHSLAIP2018
Year the LAIP was last updated
Written in 2017. Updated in 2019.
3
Section2:Agencylanguageaccesspolicy
Describe your agency’s language access policy and how it is communicated to staff.
The New York City Department of Social Services (DSS), consisting of the Human Resources
Administration (HRA) and the Department of Homeless Services (DHS), is committed to serving all New
Yorkers. The Agencies have made a clear and firm commitment to providing both interpretation and
translation services for our limited English proficient (LEP) clients.1
DSS has an overarching policy on the provision of written translation services that covers all staff and
programs in DSS, HRA and DHS. According to the policy, all agency‐developed documents that will be
distributed to the public or shared with clients are to be available in 12 languages (Arabic, Bengali,
Simplified and Traditional Chinese, English, French, Haitian Creole, Korean, Polish, Russian, Spanish and
Urdu).
To simplify the message to staff and accommodate the needs of HRA and DHS’s diverse program areas,
each program has a policy on the use of interpretation services. All of these policies include the
following elements:
• No program/employee can discriminate, restrict or deny services or benefits based on a client’s
language or lack of English language proficiency.
• All employees are required to work with clients in the client’s preferred language.
• All limited English proficient (LEP) clients must be offered immediate, free and confidential
language services.
o Language services can be provided by bilingual staff or by using professional interpretation
services, including telephonic interpretation services.
• Individuals under the age of 18 are not allowed to provide interpretation services.
• All LEP clients have the right to confidential services. Staff may not ask other clients or members
of the public to provide interpretation services.
• Staff can access telephonic interpretation services, in‐person interpretation services and sign
language interpretation services 24 hours a day/7 days a week.
1 Throughout this document, the word “client” is used to refer to clients, applicants, consumers or members of the public.
4
• Staff may contact the Office of Refugee and Immigrant Affairs (ORIA) for additional support and
guidance on any language access related issues.
In order to accommodate the diverse programs and services offered by the Agency, procedures differ on
the use of a client’s family or friends to provide interpretation services. In general, programs that offer
benefits and services allow clients to provide their own interpretation services, if the suggested
interpreter is over 18 years of age. Programs that conduct investigations generally do not allow clients
to provide their own interpreters.
As with all policies and procedures, updates to any LEP policies are emailed directly to all relevant staff
by the Office of Policy, Procedures and Training (OPPT). These policies and procedures are also available
for review at any time on eDocs, an online document sharing database that can be accessed by all
Agency employees.
Policies and procedures on providing language services are reinforced every year when staff receive
their annual LEP training. (For additional details on the LEP training, see section 6.) Supervisors and
managers frequently reinforce the Agencies’ commitments to providing high‐quality language services in
their daily work with staff.
Finally, staff and program leaders rely on the language access resources and knowledge provided by
ORIA. The ORIA Language Access team responds to staff emails and phone calls regarding the Agency’s
language access policy and procedure daily.
5
Section3:LanguageAccessAccomplishments
Identify your agency’s language access accomplishments during calendar year 2019 (CY19).
DSS is proud to be one of the largest providers of interpretation and translation services in New York
City government. From January 1, 2019 – December 31, 2019, DSS/HRA/DHS:
Provided 366,288 instances of telephonic interpretation services. This is an average of 1,400
calls per business day and an increase of 16% since 2018. Telephonic interpretation services
were provided in 110 languages.
Provided 2,967 instances of on‐site interpretation services,2 including providing interpretation
services in 11 languages for five public hearings.
Contracted with a second in‐person interpretation services vendor3 to increase the number of
fulfilled in‐person interpretation appointments and ensure that services can be provided for
speakers of languages that are uncommon in New York City.
Provided 759 instances of sign language interpretation services, including 58 appointments with
the support of a Certified Deaf Interpreter (CDI). (A CDI is used when a client does not use
American Sign Language or ASL.)
Translated 1,479 documents, including both Agency‐generated documents and client‐provided
documents used to establish program eligibility. As of 2019, all public‐ or client‐facing
documents generated by HRA and all DHS manually‐generated notices are available in 12
languages.4
2 Spoken languages only. This number does not include sign language interpretation services. 3 For the purpose of this report, "vendor" refers to a company contracted to offer language services, including interpretation or translation services. This is unique from the word "provider" which, in this report, refers to a company or organization contracted to provide social services to clients on behalf of the Agency. 4 Twelve languages include English and 11 translations.
6
Provided classroom training on working with limited English proficient clients to approximately
6,000 front‐line staff members. In 2019, DHS and HRA staff received the same training for the
first time.
o The hour and a half classroom training includes information on the Agency’s policies and
procedures, and provides instructions on accessing telephonic interpretation, in‐person
interpretation, sign language interpretation and written translation services. Staff are
reminded that if they have any questions on providing language services or need
support in working with a client, they should call ORIA.
Increased the number of languages available at the check‐in kiosks for walk‐in Supplemental
Nutrition Assistance Program (SNAP) and Job Centers. The self‐check‐in process is now available
in Arabic, Bengali, Traditional and Simplified Chinese, English, French, Haitian Creole, Korean,
Polish, Russian, Spanish and Urdu. (The five underlined languages are newly added.)
The Agency recognizes that its external providers are required to provide full language services
to all clients as required under the Americans with Disabilities Act, Local Law 73, and the terms
of their contract with DSS. To improve service for our clients, the Agency began to allow some
providers5 who are contracted to offer client services to access our telephonic interpretation
and ASL interpretation contracts in 2018. (A limited number of providers also have access to our
in‐person interpretation services contract.) In 2019, this process expanded to allow 46
providers to share the Agency’s sign language interpretation contract and 105 providers to
access the Agency’s telephonic interpretation contract. These providers are associated with five
separate program areas. (For additional details, please see section 5, subcategory 2.)
In conjunction with the Mayor’s Office for People with Disabilities, DSS hired a bilingual Infoline
Agent who uses ASL.6 This Infoline staff member can be reached via Video Phone, allowing ASL
users to contact the Agency directly to resolve case issues, ask questions and request
5 For the purpose of this report," provider" refers to a company or organization contracted to provide social services to clients on behalf of the Agency. This is unique from the word "vendor" which, in this report, refers to a company contracted to offer language services, including interpretation or translation services. 6 Infoline is the Agency’s call center.
7
interpretation services for future appointments. Since the program’s inception on July 31, 2019,
ASL Direct has answered 348 calls in ASL.
Created a new “ASL Options Card,” which is a tool that helps staff ask clients who use sign
language how they wish to receive sign language interpretation services. To date, more than
2,000 copies of the tool have been distributed to staff at locations around New York City.
Created a new video tool to support the ASL Options Card. The video uses ASL and informal
gestures to explain to clients how to use the card. The video is accessible on the HRA and DHS
intranet sites, allowing staff to share the video with clients in our walk‐in centers.
Worked with a professional language services vendor to upgrade and update the Agency’s
translation glossary, ensuring that translations are higher quality and more consistent.
8
Launched a new translation quality assurance contract to ensure that translations are the
highest possible quality and consistent with the Agency’s new translation glossary.
DHS created and tested a new process within the Client Assistance and Rehousing Enterprise
System (CARES) that allows staff to create and distribute forms and notices in languages other
than English for limited English proficient residents. Translated forms and notices will be
available through this system in 2020.
Updated the telephone technology used by 1,114 staff members to new Voice Over IP
technology. This upgrade includes a higher quality phone, making it easier for staff to access
telephonic interpretation services and increasing call clarity.
Provided dual handsets phones to 486 additional staff members to ease communication with
LEP clients in walk‐in locations.
Worked with the Mayor’s Office for People with Disabilities to ensure that the city‐wide
procurement process for sign language services for the years 2021‐2023 considers the unique
needs of our client population and that the winning vendor will be able to provide our clients
with the services that they need.
Worked with the DSS Security team to codify a new protocol that allows interpreters to access
walk‐in locations without compromising building security, ensuring that our clients receive the
services that they need in a timely manner.
9
Section4: LanguageAccessGoals
Identify the agency’s language access goals from its most recent Language Access Annual Report.
Describe the progress you have made in reaching those goals.
2019 GOAL 1: Ensure all DHS manually generated client notices and documents are in compliance with
the Agency’s translation policy (available in 12 languages).
Milestone 1: Create an inventory of all manual client notices/forms.
Milestone 2: Prioritize which policies, including embedded forms, directly impact client benefits
and services.
Milestone 3: Translate all manual forms that impact a client’s benefits and ensure that those
forms are available to the public.
2020 update: Completed. In the last two years, DHS has taken on the significant task of ensuring that
all manually‐generated forms that are commonly distributed to clients or the public are available in 12
languages. This process has included a significant simplification and plain language component that
involved removing duplicate and obsolete forms from circulation, shortening forms when possible, and
using plain language and graphics design to make information easier to understand. All 43 of the
manually‐generated forms that are regularly used by DHS are now being distributed in 12 languages.
2019 GOAL 2: Ensure all forms generated through the CARES data management system are in
compliance with the Agency’s translation policy (available in 12 languages).
Milestone 1: Create an inventory of all automatically generated client notices/forms.
Milestone 2: Determine what system/programs will be used to provide translated notices.
Milestone 3: Test the new form generation system to ensure that it can meet the programs’
technical requirements and produce documents that are understandable in 12 languages.
Milestone 4: Ensure all forms generated through the CARES data management system are in
compliance with the Agency’s translation policy (available in 12 languages).
2020 Update: In progress. DHS/DSS encountered several obstacles in reaching this goal, primarily the
need to develop a technological solution that allows staff members to generate immediate, personalized, case
10
specific notices that are also understandable. In almost all cases, the forms being translated needed
extensive revisions before translation could take place, a process that required cooperation between
multiple levels of government and various programs. DSS and DHS remain fully committed to realizing
the goal of having fully translated, individualized notices generated through the CARES system. The
team working on this project meets on a weekly basis and progress continues.
2019 GOAL 3: DSS/HRA/DHS hopes to increase the number of staff who are using the most current
telephone technology to improve the ease of use and the clarity of interpretation calls.
2020 update: Completed. In 2019, DSS upgraded the phone technology in four of our service locations,
improving the phones and phone service used by 1,114 staff members. The new Voice Over IP system
means an upgrade in phone technology, ensuring that all staff members can easily make conference
calls for telephonic interpretation services. The system upgrade also improves call clarity and, because
the system is now fully controlled by DSS technology staff, repairs and troubleshooting are easier and
quicker.
2019 GOAL 4: Increase the number of staff who have access to dual handset phones, making it easier to
use telephonic interpretation services to work with clients in face‐to‐face situations.
2020 update: Completed. In 2019, DSS provided new dual handset phones to 486 staff members.7 The
use of dual handsets makes an interpreted conversation between two individuals who are both in the
same physical location much easier and faster.
7 This number includes new dual handsets only. It does not count dual hand‐sets that were previously in use.
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2019 GOAL 5: DSS/HRA/DHS will be investing in an additional quality assurance contract in 2019 to
further confirm that all documents are accurately translated.
2020 update: Completed. DSS entered into a translation quality assurance contract with Eriksen
Translations in February 2019. To date, they have reviewed several public‐facing documents and
supported the creation of our newly updated translation glossary.
2019 GOALS 6 and 7 (Combined): Since HRA and DHS now share language service providers, instructions
for how to access interpretation and translation services are the same for the first time. As such, 2019
will be the first year in which DSS/HRA/DHS staff all receive the same LEP training. The Agencies will
continue to work to ensure that front‐line staff receive LEP training in 2019.
2020 update: Completed. In 2019, all DSS/HRA/DHS front‐line staff received the same training on
working with limited English proficient clients. Approximately 6,000 staff members received the hour
and a half classroom training. The training covered the Agency’s policies and procedures and provides
instructions on accessing telephonic interpretation, in‐person interpretation, sign language
interpretation, and written translation services. Staff are reminded that if they have any questions on
providing language services or need support in working with a client, they should call ORIA.
2019 GOAL 8: In 2019, DSS/HRA/DHS will continue to work to hire additional staff via selective
certification for language, ensuring that more of our clients will be able to communicate with the Agency
directly in their language.
12
2020 Update: In 2019, DSS/HRA/DHS hired 13 additional bilingual staff via selective certification. These
new staff joined a team of 1,050 bilingual staff already in place at the Agency.8 In 2020, the Agency is
committed to identifying barriers to hiring via selective certification for language.
2019 GOAL 9: In 2019, DSS/HRA/DHS will be working closely with the Department of Citywide
Administrative Services (DCAS) to ensure that the Agency has the contracts in place to continue to
provide uninterrupted sign language interpretation service.
2020 update: Completed. The DSS Agency Contracting and Compliance Office (ACCO) worked with ORIA
to put in place a two‐month Purchase Order to ensure that there was no gap in the Agency’s ability to
provide sign language interpretation services to our clients, when a contract ended two months before
the next DCAS city‐wide contract began.
2019 GOAL 10: In 2019, DSS/HRA/DHS will be creating a new tool to increase awareness of the options
available for providing sign language interpretation services.
2020 Update: Completed. After significant review by advocates, clients, and the deaf community, the
“ASL Options Card” was finalized in April 2019. Since then, more than 2,000 copies have been
distributed to front‐line staff in all program areas. The Agency has further supported the tool by
creating a companion video which explains the options for receiving sign language services in ASL and
using informal gestures. (See Sec. 3 for images of both the tool and the video.)
8 The majority of the Agency’s bilingual staff are self‐identified volunteers. Unlike staff hired via selective certification, they are not required to use their language skills, but more than 50% of them replied in a survey that they use their language skills at work daily or often. (Data from a voluntary staff email survey in April 2019.)
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Section5:Provisionoflanguageservices
(Refer to Administrative Code §23‐1102 a.; §23‐1102 b. (2, 5, 6, 7, 11); §23‐1102 c.)
1.‐ Subcategory: Translation
(§23‐1102 a.(1))
Identify the progress that the agency has made in translating its most commonly distributed
documents into the 10 designated languages.
DSS/HRA/DHS has made a commitment to providing written translations that goes beyond the
requirements set forth in Local Law 30. Rather than translating “the most commonly distributed
documents” into 10 languages, DSS/HRA/DHS are translating all client‐ or public‐facing documents into
11 languages – Arabic, Bengali, Simplified and Traditional Chinese, French, Haitian Creole, Korean,
Polish, Russian, Spanish and Urdu. (If English is also counted, then all documents are available in 12
languages.) These commitments are reflected in the DSS policy on the translation of written documents.
In 2018, DSS/HRA/DHS embarked on an ambitious project to ensure that all our client‐ and public‐facing
documents met this translation standard. After ensuring that multiple client notification and data
tracking systems were updated to allow for additional languages, the Agency reviewed every notice. As
of December 2019, virtually every HRA‐generated notice or form currently in use is available in all 12
languages. Similarly, all DHS manually‐generated notices or forms are available in all 12 languages. The
Agency is committed to making DHS CARES‐generated notices available in 12 languages in 2020.
In addition to translating Agency‐generated notices, DSS/HRA/DHS continues to provide clients with
translations of their own documents when these documents are needed to prove eligibility for Agency
programs. Most Agency benefits require proof of: identify, income, and residency. If the documents
that a client presents for this purpose are in languages other than English, the Agency provides the
translations for these documents, rather than requiring that clients assume the expense of providing
their own translations.
In 2019, DSS/HRA/DHS translated a total of 1,479 documents.
14
2 ‐ Subcategory: Telephonic Interpretation
(§23‐1102 a.(2) and §23‐1102 c.)
Identify the progress the agency has made providing telephonic interpretation during CY19.
All DSS/HRA/DHS staff has access to telephonic interpretation services.
In 2019, DSS/HRA/DHS, provided 366,288 instances of telephonic interpretation services. This is an
average of 1,400 calls per business day, an increase of 16% since 2018. In total, telephonic
interpretation services were provided in 110 languages. The Agencies’ telephonic interpretation
services vendor, Language Line Solutions, can provide interpretation services in 240 languages, 24 hours
a day, 7 days a week, 365 days a year.
All DSS/HRA/DHS staff are provided with an information card with a number for interpretation services
and an access code. These cards are distributed to new staff and redistributed at language access
trainings each year.
All DSS/HRA/DHS contracted providers are required to provide a full suite of language services to clients.
The Agencies have opted to share our interpretation services with some providers. In 2018, the Agency
began providing access codes for telephonic interpretation services to certain DHS Family Services
Shelter providers. The Agency is continuing to expand this service. By December of 2019, the Agency
was sharing telephonic interpretation services with 104 providers in the following programs: Adult
15
Protective Services (APS), Adult Services, Family Services, Homelessness Prevention Administration
(HPA) and the Office of Domestic Violence and Emergency Intervention Services (ODVEIS).9
DSS/HRA/DHS has focused on improving the telephone technology used by some members of staff. In
2019, 1,114 phones in four Agency locations were upgraded to new Voice‐Over IP phone systems. This
upgrade included the installation of new phones to replace older, box‐style phones. These new phones
make it easier to connect to interpretation services and improve call clarity for both staff and clients.
In 2019, 486 staff were provided with new dual handsets, allowing for a more natural, seamless
interpreted conversations.
In 2020, the Agency is committed to continuing to improve the telephonic infrastructure being used by
our staff by ensuring that every staff member who interviews clients at their work station is provided a
dual handset phone.
3 ‐ Subcategory: In‐Person Interpretation
(§23‐1102 a.(2))
Identify the progress the agency has made providing in‐person interpretation during CY19.
HRA staff have had access to in‐person interpretation service since before 2005. This service is primarily
used by the Adult Protective Services program, but can also be used by any program in order to support
a client who, for any reason, is unable to use telephonic interpretation. When the HRA and DHS
contracts were combined in July of 2018, ORIA was able to offer this service to DHS as well. IDNYC,
which had previously had a similar service under a different contract, was added to the larger Agency‐
wide contract in January of 2019. This change eased the administrative burdens of maintaining multiple
contracts and allows ORIA to appropriately monitor service provision across the entire Agency.
In addition to its use for communication with clients for whom telephonic interpretation is not an
option, DSS/HRA/DHS uses an in‐person interpretation at all public hearings and community meetings to
9 ORIA uses access codes to carefully track service usage by providers in each program. Program leaders are sent monthly reports on provider usage. To date, usage has been well within levels that program leaders have considered appropriate.
16
ensure these events are accessible to all attendees.10 When needed, DSS/HRA/DHS can also provide
booths and headsets for public events.
During 2018, ORIA determined that despite providing an impressive array of languages, our in‐person
interpretation vendor could not provide services in a few rare languages and did not have enough
interpreters available in other languages. To address this, ORIA contracted with a second, in‐person
interpretation services vendor to close this service gap and ensure that all our clients receive the best
possible service with the shortest possible wait time.
In total, DSS/HRA/DHS used in‐person interpretation services 2,967 times in 2020.11
4 ‐ Subcategory: Posting of multilingual signage about the availability of free interpretation
services
(§23‐1102 a.(3))
Identify the progress the agency has made posting multilingual signage about free language services.
A poster‐sized notice informing clients of their right to free language services is hanging prominently in
all DSS/HRA/DHS locations. The poster reads, in 20 languages12 , “You have the right to free interpreter
services at this location. If you need an interpreter, please go to the reception desk and we will call
someone to interpret for you. If you have a question, comment or complaint about translation or
interpretation at this location, please speak to a worker or call 311. Filing a complaint will not affect your
case.” The poster also includes the symbol for sign language interpretation. The Office of
Communications and Marketing staff are responsible for regularly confirming that each location has this
mandated sign in an appropriate location and replacing any copies that are damaged over time.
10 In‐person interpretation at public hearings is provided in American Sign Language, Arabic, Bengali, Cantonese, French, Haitian Creole, Korean, Mandarin, Polish, Russian, Spanish and Urdu. 11 This information, including the count of interpretation instances, only refers to spoken language interpretation. It does not include sign language interpretation services which are also available to all DSS/HRA/DHS clients. 12 The languages on the poster are: English, Albanian, Arabic, Bengali, Simplified Chinese, Traditional Chinese, French, Greek, Haitian Creole, Hebrew, Hindi, Italian, Korean, Polish, Punjabi, Russian, Spanish, Urdu, Vietnamese and Yiddish. These languages include all 12 of the Agency‐wide languages.
17
This notice has been hanging in HRA locations since 2015. DHS locations previously hung similar posters
informing clients of their right to interpretation services, but those signs have been replaced with the
above for consistency.
In addition to this notice of free interpretation services, all HRA and DHS locations welcome clients to
locations with similar multi‐lingual signs in prominent locations.
5 ‐ Subcategory: Emergency Preparedness and Language Access
(§23‐1102 b.(5))
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Identify the agency’s progress to ensure that language access services are provided during an
emergency response.
DSS has updated its Emergency Preparedness Plan, which covers both HRA and DHS, to ensure that all
LEP clients are able to access services during an emergency. This plan includes ensuring that documents
are translated, that appropriate multi‐lingual signage and LEP identification tools are available at
emergency sites, that interpreters can be contacted, and that staff are trained in the provision of
language services. In addition, DSS’s Office of Emergency Management and ORIA have worked closely
with MOIA and OEM to develop a plan to improve citywide coordination around LEP access to services
during an emergency.
6 ‐ Subcategory: Multilingual Agency Communications
(§23‐1102 b.(6))
Identify your agency’s progress toward making other types of agency communications accessible to
individuals and/or communities with Limited English Proficiency (LEP). Other types may include
emergency notifications, public hearings and events, press releases, website content, social media,
and other communications to the public.
Most clients use a self‐service check‐in kiosk at a SNAP or Job Center. These kiosks, which are now
available in 12 languages, reduce wait time by allowing clients to generate their own service tickets.
In addition to giving a number, the kiosk‐generated ticket identifies the client’s language of preference,
thus creating an additional prompt for staff to inquire as to whether language services may be
necessary, and alerting the client if the Agency has incorrectly recorded their language. Finally, the
ticket informs the client, in 12 languages, that a Social Security number is not required to apply for HRA
benefits.
19
If a client’s language of preference is anything other than English, the self‐service check‐in kiosk delivers
a Notice of Free Interpretation Services (DSS‐4) with each ticket. The Notice of Free Interpretation
Services reads, in 12 languages, “You Have a Right to Free Interpretation Services. Please tell a worker if
you want to speak with us in a language other than English or in sign language. If you have a question,
comment or complaint about the interpretation services provided, please call 311. Filing a complaint will
not affect your case.”
DSS/HRA/DHS are also committed to making information available to LEP clients via Agency websites
and mobile applications. The HRA and DHS websites (nyc.gov/hra and nyc.gov/dhs) both include text,
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directly below the large banner at the top of the page, that indicates where readers of the 11 Agency‐
wide translation languages can click to get information in their language. Each language link navigates
to a page, translated by a professional linguist, that summarizes the Agency’s programs and services and
how to access those services. Links are available to access program applications, brochures and
additional resources. Whenever possible, the links to these additional resources go directly to that
resource in the appropriate language.
AccessHRA, a mobile responsive website and integrated mobile app, is available in Arabic, Traditional
Chinese, Haitian Creole/French13, Korean, Russian and Spanish. Using AccessHRA, individuals can apply
for or recertify for SNAP benefits, upload documents, see their case status, available benefit amount and
any upcoming appointments, update their mailing address or contact information, and opt‐in to the Fair
Fares program – all in seven languages. DSS/HRA/DHS are exploring expansion into additional
languages. Clients can also use AccessHRA to update their preferred language with the Agency, which
will automatically update the language in which they are receiving notices.
13 The AccessHRA web site is in Haitian Creole, not French. Due to the technological limitations of iPhone and Android technology, the AccessHRA mobile site is in French, but not Haitian Creole.
21
DSS/HRA/DHS also works with New York City’s community and ethnic newspapers to run city‐wide
campaigns. In March 2019, HRA launched the “Skip the Trip” campaign to promote SNAP and
AccessHRA to all New Yorkers. Advertisements ran in English, Spanish, Korean, Russian, Arabic, Chinese,
Polish, Bengali, and Haitian Creole. Radio spots played in English, Spanish, Chinese and Russian. Subway
and bus ads were posted in Spanish and English and “Out of Home” posters were displayed in English,
Spanish, and Yiddish.
In September 2019, HRA launched a targeted SNAP campaign for CUNY students that ran on social
media in English, Spanish and Chinese and as banner ads in Spanish and Chinese.
In December 2019, HRA launched a Fair Fares ad campaign that kicked‐off in community and ethnic
newspapers in English, Spanish, Russian and Chinese and continues into 2020 in the 11 top languages
used by New York City residents.
HRA has also begun to pilot the use of video screens in client waiting areas. The primary purpose of
these video screens is to display multi‐lingual information about the Agency. English language
information is displayed on the initial program area message screen, followed by a rotation of each
22
Agency‐mandated language and relevant imagery. Once all 11 Agency translations have been displayed,
the entire screen shifts to the next slide.
7 – Subcategory: Plain Language
(§23‐1102 b.(7))
Identify the agency’s progress in ensuring that communications with the public are in plain language.
Staff in the Office of Policy, Procedures and Training (OPPT) write, design, and produce all the Agencies’
client‐facing documents. Public‐facing documents, including brochures and signs, are produced by staff
in the Office of Communications and Marketing.
For DSS/HRA/DHS, plain language requirements are written in two separate policies. An HRA policy
from 2016 requires that all public‐ or client‐facing documents be reviewed for plain language purposes.
To the extent possible, all documents are at a sixth‐grade reading level or lower and icons, images, and
formatting are used to enhance clarity.
The second policy that requires plain language review is the Agency’s written translation policy from
2017. That policy applies to DSS, HRA and DHS.
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8 – Subcategory: Licenses, Permits, and Registrations
(§23‐1102 b.(12))
*Note: The deadline for this section of Local Law 30 is June 30, 2020. Provide updates as applicable.
If your agency issues licenses, permits, and registrations, identify its progress toward providing
language access when issuing licenses, permits, and registrations.
DSS/HRA/DHS does not issue any licenses, permits or registrations.
24
Section6:Training
(Refer to §23‐1102 b.(8))
Identify the agency’s progress in developing training on laws, agency policies, and protocols on
language access, and in delivering training to staff.
HRA has had a training, developed by ORIA, that covers the language access services required by law and
Agency policies and procedures since approximately 2007. In 2019, all DSS/HRA/DHS staff received the
same training on working with limited English proficient (LEP training).
The Agency’s LEP training reminds staff about the diverse communities that we serve, reviews federal,
state, and local laws for providing services to LEP clients, and provides detailed instructions on how and
when to access telephonic interpretation services, in‐person interpretation services, sign language
interpretation services, and written translations. Staff are challenged with a series of “tough situations”
and reminded of the importance of accurately recording a client’s language. Finally, the LEP training
provides ORIA’s contact information in the event staff have any further questions or client
communications challenges and require support.
ORIA updates the Agency’s LEP training whenever there are changes to the language access policies and
procedures. Additionally, the trainings are also updated once a year to update the scenarios and ensure
that the training is engaging.
All front‐line staff must receive LEP training every year. In 2019, approximately 6,000 DSS/HRA/DHS
staff received the training. This is an increase of 70% over the number of staff trained in 2018. Many
staff receive the training from professional trainers at OPPT, but ORIA also conducts several train‐the‐
trainer sessions and direct staff trainings each year. In 2020, ORIA will continue to conduct additional
trainings to ensure that front‐line staff from all program areas receive the training.
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Section7:Recordkeepingandevaluation
(Refer to §23‐1102 b.(3) and §23‐1102 b.(4))
Identify the progress your agency has made in record keeping of language services and monitoring the
delivery and quality of language services. Include any considerations that may influence the agency’s
“four‐factor analysis.”
ORIA is constantly monitoring the Agency’s language services vendors, including reviewing multiple
interpreter scheduling programs, hundreds of interpreter timesheets and staff/client complaints, to
ensure that our clients and staff are receiving the highest quality language services.
In 2019, DSS/HRA/DHS staff called for telephonic interpretation 366,288 times. The average wait‐time
to speak with an interpreter was 9.6 seconds. 98% of calls were connected to an interpreter in under
two minutes and only 61 calls (0.02% of the total) were disconnected or were not able to be connected
to an interpreter. In 2019, ORIA submitted 33 complaints to Language Line Solutions, our telephonic
interpretation services vendor, regarding dropped calls or unprofessional behavior by interpreters.
ORIA closely tracks monthly reports on the number of canceled, missed or unfulfilled appointments by
our primary in‐person interpretation services vendor. In 2019, Geneva Worldwide, our initial service
vendor, was unable to provide an interpreter for 5% of appointments. Because even a low unfilled rate
is unacceptable when clients need our support, DSS/HRA/DHS engaged a second, in‐person
interpretation services vendor in 2019. By using two vendors instead of only one, we were able to
provide interpretation services for 2,967 appointments out of 3,117 service requests for 2019. In 2020,
ORIA will continue to work closely with both vendors and utilize our newly developed monitoring
process to ensure that our unfilled in‐person interpretation services rate drops to below two percent.
Language Line Solutions, the DSS/HRA/DHS vendor for written translations, reviews each document for
formatting and translation errors before the written translation is finalized and returned to the Agency.
Out of 1,479 documents translated in 2019, only 33 documents (2%) were returned for errors. Despite
having a low error rate, DSS/HRA/DHS engaged a secondary written translation vendor in 2019 to
provide quality assurance and review of translated documents. Eriksen Translations, our secondary
vendor, produced the Agency’s updated translation glossary in 2019, as well as reviewing and providing
26
comment on several high‐profile documents. In 2020, DSS/HRA/DHS will be continuing to work with
both vendors to improve the consistency and quality of our translations.
In addition to carefully monitoring service and contract data, ORIA engages regularly with center‐based
staff, program leadership, Agency outreach units, community‐based organizations (CBOs), immigrant
clients, and members of our Language Access Working Group for a full understanding of where our
services need to be improved. The Office of Constituent Services tracks all language access complaints
received by the Agency, 311, nyc.gov and/or other elected officials and shares this information with
ORIA. By putting all these sources together, ORIA can quickly identify and correct any gaps in service in
programs throughout the Agency.
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Section8:Resourceanalysisandplanning
(Refer to §23‐1102 b.(11))
Identify the progress your agency has made in managing its language access resources (including staff
and contracted services) to facilitate and/or improve language access. Include any considerations that
may influence the agency’s “four‐factor analysis.”
As a large Agency with more than three million clients, DSS/HRA/DHS is fully committed to ensuring that
all LEP clients receive the language access services and support that they need. The Agency’s contracts
for telephonic interpretation, written translation, in‐person interpretation and sign language
interpretation reflect this level of dedication.
Service Vendor Contract Length Total Contract
Value
Written translation
services Language Line Services, Inc. 3 years $8.9M
Telephonic
interpretation services Language Line Services, Inc. 3 years $7.4M
In‐person
interpretation services Geneva Worldwide, Inc. 3 years $848,000
Sign language
interpretation services Accurate Communication, Inc. 2 years $390,300
Bilingual staff testing LM Language Services, Inc. 3 years $93,000
Secondary in‐person
interpretation services Accurate Communication, Inc. 1 year $20,000
Quality assurance for
written translations Eriksen Translations 1 year $20,000
The Agency’s Office of Refugee and Immigrant Affairs (ORIA) includes a five‐member, full‐time language
access team to manage contracts, provide staff guidance on how to access all the Agency’s language
28
access resources, develop language access tools and trainings, and advise the Agency on language
access policies and procedures.
In addition to having a dedicated team working on language access issues, many of the Agency’s other
units incorporate the provision of language access services into their daily work. The Office of
Communications and Marketing (OCM) ensures that Agency signage and outreach materials are fully
multi‐lingual. The Office of Policy, Procedures and Trainings (OPPT) submits every new and updated
form/notice for translation and provides hundreds of hours of LEP training each year. The Information
and Technology Services (ITS) team ensures that staff have dual‐handset phones and that our Video
Remote Interpretation (VRI) stations for working with sign language clients remain functional.
While language services contracts and dedicated administrative teams represent important tools,
DSS/HRA/DHS recognizes that our most valuable resource are front‐line staff members who provide
language services to thousands of clients on a daily basis. To provide the highest quality service to New
York City’s diverse, multi‐lingual residents, DSS/HRA/DHS needs a diverse, multi‐lingual staff. As of April
2019, the Agency had more than 1,047 self‐reported bilingual staff members who collectively speak 70
languages. The Agency is committed to continuing to expand our multi‐lingual workforce with selective
certification hiring in 2020.
As a part of our commitment to a multi‐lingual workforce, DSS is pleased to announce the success of our
partnership in the ASL Direct program. In conjunction with DCAS and the Mayor’s Office for People with
Disabilities, DSS Infoline (the Agency’s call center) hired a staff member fluent in American Sign
Language in 2019. This staff member answers questions via a secure, confidential, internet video feed
from members of New York’s deaf and signing community. Since July 2019, this ASL Direct staff member
has answered 348 sign language calls, including requests for interpretation services. The ASL Direct staff
member is also an invaluable resource to help client and interpreters connect with each other in our
large, multi‐story, multi‐program service centers.
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Section9:Outreachandpublicawarenessoflanguageaccessservices
(Refer to §23‐1102 b.(9))
Identify the progress your agency has made in implementing strategies and outreach activities that
will create public awareness of your agency’s language assistance services.
NOTE: This item refers to strategies and outreach activities specifically about the availability of language
assistance services provided by your agency, not multilingual outreach about your agency and its
services or programs.
DSS/HRA/DHS explicitly informs the public of the availability of free language services through:
• posters in all walk‐in centers (for details, see Section 5, Subcategory 4)
• notices of free language services in application and renewal packets
• notices on tickets in walk‐in centers (see Section 5, Subcategory 6)
• Agency web sites and mobile applications (see Section 5, Subcategory 6)
In addition to these printed notices, there are several HRA and DHS outreach teams that meet and
interact with the public, community‐based organizations, and elected officials on a regular basis. All
team members have access to interpretation services, and share information with members of the
public regarding the Agency’s use of language services.
Finally, by creating a multi‐lingual environment, with posters in multiple languages in our physical
locations, and text in multiple languages on our web sites and web applications, the Agency re‐enforces
the message that clients should expect to hear from us in their language of preference.
30
Section10:LanguageAccesscomplaints
(Refer to §23‐301 and §23‐1102 b.(10))
1 ‐ Describe how members of the public can submit language access complaints, questions and
requests to the agency (in addition to making a complaint via 311).
Members of the public can submit language access complaints, questions or requests in any of the
following ways:
Call Infoline at 718‐577‐1399
Call the DHS Ombudsman Unit at 1‐800‐994‐6494
Call ASL Direct (Video Phone only) at 347‐474‐4231
Speak to the Director at any of our walk‐in sites or residential locations
Click on “contact us” at nyc.gov/hra or nyc.gov/dhs
Email ORIA at [email protected]
2 ‐ How many language access complaints did the agency receive via 311 during CY19? Describe how
each of these complaints were resolved.
In 2019, DSS/HRA/DHS received 17 language access complaints via 311. This is a slight reduction from
the 23 complaints that the Agency received via 311 in 2018.
All complaints or comments regarding DSS/HRA/DHS received by 311 are channeled to the DSS Office of
Constituent Services. Issues are summarized by agents and then sent as emails that are uploaded directly
into the Internet Quorum (IQ) program. Any complaints that include a language component are
forwarded to ORIA, or to ORIA and a specific program area for resolution. If a complaint is solely limited
to language services concerns, ORIA will work with the program involved to ensure that all staff are
reminded of their language access duties, and address any systematic language access concerns. If
substantive case issues are involved as well, ORIA will work with the appropriate program to ensure that
both substantive case issues as well as language access concerns are addressed.
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3 – How many language access complaints did the agency receive via channels other than 311 during
CY19? Describe how each of these complaints were resolved.
In 2019, DSS/HRA/DHS received 55 language access complaints via channels other than 311.
These complaints were received via:
A phone call directly to one of our call centers, including Infoline, the Ombudsman’s Office, the
Shelter Complaint Hotline or the HRA Complaint line;
Email to [email protected] or via the “contact us” link on either the HRA and DHS
web sites;
In‐person at the Ombudsman’s office. (The Ombudsman’s office only receives complaints for
DHS.)
All Agency language access complaints are channeled through the same process that is used for 311
complaints, which is detailed in response to question 2 of this section. Complaints are recorded by the
Office of Constituent Services (OCS) and forwarded to the appropriate program area and/or ORIA
through the IQ system.
4 ‐ How many requests for language access services* did the agency receive through 311 during CY19?
How were they handled?
DSS/HRA/DHS did not receive any requests for language access services through 311 during 2019.
5 ‐ How many requests for language access services* did the agency receive through channels other
than 311 during CY19? How were they handled?
DSS/HRA/DHS did not receive any requests for language access services through channels other than
311 during 2019.
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6 ‐ Describe the agency’s efforts to ensure public awareness of the 311 Language Access complaint
system.
As discussed in detail in Section 5, subsection 4, DSS/HRA/DHS informs clients of their right to free
interpretation services through four primary means: a free interpretation services poster, a welcome
poster, the ticket notice, and a printed notice of free interpretation services. All four of these
documents refer clients to 311 for language access complaints.
The Agency’s free interpretation services poster reads, in 20 languages: “You have the right to free
interpretation services at this location….If you have a question, comment or complaint about translation
or interpretation at this location, please speak to a worker or call 311. Filing a complaint will not affect
your case.”
The Agency’s welcome poster, which hangs in all walk‐in locations, reads, in 12 languages: “Welcome to
HRA/DHS. Free interpretation services are available. For comments or complaints please call 311.”
The message printed on every ticket generated by a self‐service check‐in kiosk reads, in 12 languages:
“All are welcome and have the right to apply for HRA benefits….If you have a complaint, ask to speak
with a supervisor or call 311.”
The Agency’s Notice of Free Interpretation Services, which is printed at kiosks with tickets and
distributed in all walk‐in locations reads, in 12 languages: “You have the right to free interpretation
services….If you have a question, comment or complaint about the interpretation services provided,
please call 311. Filing a complaint will not affect your case.”
*NOTE: “Requests for additional language services” refers to new ways in which the agency can make
its services, or information available to those who do not read or speak English well – e.g., translating a
specific brochure into additional languages, or providing bilingual staff at a particular service facility. It
does NOT refer to individual requests for interpretation.
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Section11:LanguageAccessGoals
List your agency’s language access goals for Calendar Year 2020.
While we are proud of the work that we have done to ensure that our LEP clients can access the benefits
and services that we offer, there is always more work to be done. To ensure that the Agency is meeting
the needs of the diverse community that we serve, DSS/HRA/DHS is committed to making the following
improvements in 2020:
Goal 1: Be able to create and distribute individualized notices and referral forms from the
CARES database system at DHS. To complete this process, the Agency will need to finalize the
translation process, which includes a process for creating grammatically correct, personalized
“snippets”, review each document created via this process, get approval for any required or
desired changes from other impacted parties (including other levels of government), and
provide staff training on how to use this new tool.
Goal 2: Increase the number of providers who share our language services contracts, while
continuing to track overall costs. Ultimately, the Agency hopes that this process will continue to
improve client services and service tracking without significantly increasing overall costs.
Goal 4: Work with the Mayor’s Office of Immigrant Affairs (MOIA) and the Department of City‐
Wide Administrative Services (DCAS) to review the city‐wide Request for Proposals (RFP) for the
provision of language services from 2021‐2023. The Agency seeks to ensure that our clients
receive the seamless services that they need by ensuring that this RFP reflects our clients’
unique needs, and that the contract values include DSS/HRA/DHS’s high usage levels.
Goal 3: Update the Agency’s LEP training with new, relevant scenarios. ORIA, working in
conjunction with OPPT staff trainers, will add appropriate material to cover questions raised in
2019 LEP training sessions. Continue to train front‐line staff in all of the Agency’s program
areas, including new and expanding staff teams.
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Goal 4: Work with the Office of Legal Affairs and the Office of Disability Affairs to improve the
Agency’s provision of alternative format documents, including audio formats, large print, and
Braille.
Goal 5: Continue to work with both of our in‐person interpretation services vendors to reduce
our unfilled in‐person interpretation services rate to be less than two percent of requested
appointments.
Goal 6: Work with the Mayor’s Office of Immigrant Affairs (MOIA), the Office of LGBTQI Affairs,
and members of the LGBTQI community to create a translation glossary, in 12 languages, of
common expressions and phrases used by, and in reference to, the LGBTQI community.
Goal 7: Continue to improve the Agency’s telephonic infrastructure by ensuring that staff
members who interview clients at their work station are provided a dual handset phone.
Goal 8: Work with programs and the Office of Human Capital Management (HCM) to identify
barriers to hiring via selective certification for language. Increase the diversity of front‐line staff
by using this civil service process when hiring for open positions.
Goal 9: Create two new video trainings for staff. One training will cover how to complete a sign
language interpretation request form. The other training will review how to connect to the
Agency’s Video Remote Interpretation (VRI) system for providing video sign language services at
walk‐in locations. The content of both trainings is already covered in annual classroom
trainings, but these videos will provide refresher material that can be accessed as needed by
staff.
Goal 10: Video sign language interpretation in walk‐in locations is provided via an outside video
communications platform. Accessing this platform requires an account and password. In 2020,
all the DHS VRI accounts and passwords will be placed under the control of ITS, rather than
individual staff members. As a result, the service will remain accessible, regardless of staffing
changes and allow ORIA to remotely assist staff logging into the system.
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Addendum:ReportingquestionsforLocalLaw73
(Refer to §8‐1007 and §8‐1008 d. of the Administrative Code)
*Note: This section applies only to those agencies covered under Local Law 73: ACS, DHS/HRA, DOHMH.
1 ‐ Record the number of LEP individuals served during Calendar Year 2019, disaggregated by primary
language; agency contractor, contractor, or agency office [HRA only]; and assistance type required. [Add
rows as needed]
Language Agency contractor,
contractor or agency
office [HRA only]
Type of assistance
required (translation;
telephonic
interpretation; onsite
interpretation)
2019 Language
Services instances
(number)
See attached chart
2 ‐ Record the number of bilingual and interpreter personnel employed by the agency, broken down by
language translated or interpreted. [Add rows as needed]
Language Number of staff
See attached chart
3 – How does the agency assess whether primary language determinations are properly recorded?
A client’s preferred written and spoken language is recorded when the client first encounters the
Agency. These questions may be asked as part of an initial client interview and the answers are
36
recorded by staff. Alternatively, clients will make their own selections from an online drop‐down menu
if they are applying online or mark their language preferences on a paper application.
DSS/HRA/DHS are aware that clients’ lives are always changing. To always provide clients with services
in the language that works best for their current situation, we provide clients with multiple, easy options
to update, or change their primary language indicator, without requiring that the client claim that it was
previously incorrect.
DSS/HRA/DHS clients can update their preferred language in one of three ways:
1. They can ask staff to update their language indicator. As a part of the LEP training, staff are
encouraged to note a client’s language indicator during interactions and, if appropriate, ask if
the client would like it updated.
2. Clients can update their own language indicator via the AccessHRA website, or ask a CBO
representative to do it for them through the provider portal.
3. Clients can call or email the Agency (via the web site, Infoline, 311, etc.) and ask to change their
language indicator.
4 – How does the agency assess whether documents are translated accurately and disseminated
properly?
DSS/HRA/DHS staff members do not translate documents.14 All documents are translated by Language
Line Solutions, the largest provider of language services in the country. Language Line puts each
document through an in‐depth, multi‐stage review process. Once the translations are returned to OPPT
staff, they are again reviewed for formatting errors and inconsistencies. Of the 1,479 documents
translated in 2019, only 33 were returned to Language Line for errors.
In addition to Language Line’s internal review, DSS/HRA/DHS has contracted with a secondary
translation vendor to provide professional quality assurance on our highest profile documents.
14 The only exceptions to this rule are two professional Spanish language translators who work in OPPT and who were specifically vetted by an outside Agency for their language skills.
37
As a part of the LEP training that all staff members receive every year, all front‐line workers are told that
if the staff who may be bilingual individuals themselves notice any errors in our translations, or if clients
comment on errors in our translations, to please submit them to ORIA for consideration by our
professional vendors. The same message is relayed to advocates.
DSS/HRA primarily disseminates documents and materials through system‐generated mailings. These
mailings are automatically sent in the client’s language of preference. If clients erroneously receive mail
in the wrong language, they can correct their language indicators by contacting the Agency or by using
AccessHRA, as described above.
LanguageDSS/HRA/DHS
Program AreaType of Assistance
2019 Instances
of Assistance
Akan Adult Singles Telephonic 3 APS Adult Protective Services
Akan APS Telephonic 1 ASL American Sign Language
Akan CAS Telephonic 1 BEV Bureau of Eligibility Verification
Akan Cash Assistance Telephonic 11 CAS Customized Assistance Services
Akan Families Telephonic 5 EEO Equal Employment Office
Akan HCSP Telephonic 1 Emergency Office of Emergency Management
Akan Infoline Telephonic 7 HASA HIV/AIDS Services Administration
Akan OPA Telephonic 5 HCM Human Capital Management
Akan ODVEIS Telephonic 1 HCSP Home Care Service Program
Akan SNAP Telephonic 18 HPA Homelessness Prevention Administration
Akan unknown Telephonic 5 MICSA Medical Insurance and Community Services Administration
Albanian Adult Singles Telephonic 1 OAO Office of Advocacy and Outreach
Albanian APS On‐site 4 OCC Office of Constituent Services
Albanian APS Telephonic 7 OCSS Office of Child Support Services
Albanian CAS Telephonic 14 ODVEIS Office of Domestic Violence and Emergency Intervention Services
Albanian Cash Assistance Telephonic 141 OLA Office of Legal Affairs
Albanian Fair Hearings Telephonic 5 OPA Office of Program Accountability
Albanian Families Telephonic 10 SNAP Supplemental Nutrition Assistance Program
Albanian HASA Telephonic 1 VRI Video Remote Interpretation
Albanian HPA Telephonic 6
Albanian IDNYC On‐site 15
Albanian IDNYC Telephonic 17
Albanian Infoline Telephonic 209
Albanian OPA Telephonic 23
Albanian Mayor's Office Telephonic 3
Albanian MICSA Telephonic 33
Albanian OAO Telephonic 4
Albanian OCC Telephonic 3
Albanian OCSS Telephonic 6
Albanian ODVEIS Telephonic 5
Albanian SNAP Telephonic 256
Albanian unknown Telephonic 76
American Sign Language Adult Families On‐Site 21
American Sign Language Adult Families VRI 5
American Sign Language APS On‐Site 107
American Sign Language BEV On‐Site 57
American Sign Language CAS On‐Site 4
American Sign Language CASA On‐Site 8
American Sign Language Cash Assistance On‐Site 138
American Sign Language Cash Assistance VRI 81
American Sign Language Families VRI 5
American Sign Language Families On‐Site 36
American Sign Language HASA VRI 1
American Sign Language HASA On‐Site 21
American Sign Language HCM On‐Site 3
American Sign Language HPA On‐Site 18
American Sign Language IDNYC On‐Site 1
American Sign Language Infoline VRI 4
American Sign Language Infoline On‐Site 6
American Sign Language MICSA VRI 2
American Sign Language MICSA On‐Site 54
American Sign Language OAO On‐Site 8
American Sign Language OCSS VRI 2
American Sign Language OCSS On‐Site 27
American Sign Language ODVEIS On‐Site 15
American Sign Language Adult Singles VRI 2
American Sign Language Adult Singles On‐Site 40
American Sign Language SNAP VRI 21
American Sign Language SNAP On‐Site 36
Amharic Adult Singles Telephonic 3
Amharic APS On‐site 1
Amharic Cash Assistance Telephonic 8
Amharic IDNYC On‐site 1
Amharic IDNYC Telephonic 2
Amharic Infoline Telephonic 7
Amharic SNAP Telephonic 1
Arabic Adult Families Telephonic 29
Arabic Adult Singles Telephonic 31
Arabic Agency‐wide Written Translation 469
Arabic APS On‐site 12
Arabic APS Telephonic 11
Arabic BEV On‐site 1
Arabic CAS Telephonic 7
Arabic Cash Assistance Telephonic 581
Arabic Fair Fares On‐site 1
Arabic Fair Fares Telephonic 66
Arabic Fair Hearings Telephonic 7
Arabic Families Telephonic 186
Arabic HASA Telephonic 1
Arabic HCSP Telephonic 10
Arabic HPA On‐site 1
Arabic HPA Telephonic 32
Arabic IDNYC On‐site 33
Arabic IDNYC Telephonic 59
Arabic Infoline Telephonic 976
Arabic OPA Telephonic 61
Arabic Mayor's Office Telephonic 1
Arabic MICSA Telephonic 150
Arabic OAO Telephonic 42
Arabic OCC Telephonic 43
Arabic OCSS Telephonic 57
Arabic ODVEIS On‐site 1
Arabic ODVEIS Telephonic 98
Arabic OLA Telephonic 8
Arabic
Reasonable
Accommodation Telephonic 2
Arabic Adult Singles On‐site 1
Arabic SNAP Telephonic 1530
Arabic unknown Telephonic 344
Armenian Cash Assistance Telephonic 4
Armenian HASA Telephonic 1
Acronyms
Armenian Infoline Telephonic 5
Armenian MICSA Telephonic 2
Armenian SNAP Telephonic 12
Armenian unknown Telephonic 3
Azerbaijani SNAP Telephonic 1
Azerbaijani unknown Telephonic 1
Bambara Adult Singles Telephonic 7
Bambara Cash Assistance Telephonic 7
Bambara Fair Fares Telephonic 1
Bambara Fair Hearings Telephonic 1
Bambara Families Telephonic 2
Bambara Infoline Telephonic 1
Bambara OCC Telephonic 3
Bambara OCSS Telephonic 1
Bambara SNAP Telephonic 10
Bambara unknown Telephonic 3
Bengali Administration Telephonic 6
Bengali Adult Singles Telephonic 10
Bengali Agency‐wide Written Translation 403
Bengali APS On‐site 26
Bengali APS Telephonic 8
Bengali CAS Telephonic 89
Bengali Cash Assistance Telephonic 839
Bengali EEO Telephonic 1
Bengali Fair Fares On‐site 1
Bengali Fair Fares Telephonic 104
Bengali Fair Hearings Telephonic 25
Bengali Families Telephonic 149
Bengali HASA Telephonic 3
Bengali HCSP Telephonic 62
Bengali HPA On‐site 1
Bengali HPA Telephonic 24
Bengali IDNYC On‐site 3
Bengali IDNYC Telephonic 94
Bengali Infoline Telephonic 1942
Bengali OPA Telephonic 123
Bengali Mayor's Office Telephonic 12
Bengali MICSA On‐site 1
Bengali MICSA Telephonic 304
Bengali OAO Telephonic 11
Bengali OCC Telephonic 57
Bengali OCSS Telephonic 70
Bengali ODVEIS On‐site 1
Bengali ODVEIS Telephonic 125
Bengali OLA Telephonic 1
Bengali
Reasonable
Accommodation Telephonic 3
Bengali Adult Singles On‐site 1
Bengali SNAP Telephonic 2624
Bengali unknown Telephonic 684
Berber Cash Assistance Telephonic 1
Bosnian Cash Assistance Telephonic 1
Bosnian IDNYC On‐site 1
Bosnian Infoline Telephonic 4
Bosnian MICSA Telephonic 1
Bosnian SNAP Telephonic 6
Bulgarian Cash Assistance Telephonic 1
Bulgarian IDNYC On‐site 1
Bulgarian IDNYC Telephonic 1
Bulgarian Infoline Telephonic 3
Bulgarian MICSA Telephonic 1
Bulgarian SNAP Telephonic 5
Burmese Adult Singles Telephonic 7
Burmese CAS Telephonic 2
Burmese Cash Assistance Telephonic 6
Burmese HCSP Telephonic 1
Burmese IDNYC On‐site 4
Burmese IDNYC Telephonic 23
Burmese Infoline Telephonic 32
Burmese OPA Telephonic 2
Burmese MICSA Telephonic 9
Burmese OAO Telephonic 1
Burmese OCSS Telephonic 1
Burmese OLA Telephonic 1
Burmese SNAP Telephonic 32
Burmese Street Solutions On‐site 3
Burmese unknown Telephonic 16
Cambodian Cash Assistance Telephonic 7
Cambodian IDNYC On‐site 1
Cambodian Infoline Telephonic 10
Cambodian OPA Telephonic 3
Cambodian MICSA Telephonic 3
Cambodian SNAP Telephonic 16
Cambodian unknown Telephonic 3
Cantonese Administration Telephonic 28
Cantonese Adult Families Telephonic 26
Cantonese Adult Singles Telephonic 38
Cantonese APS On‐site 116
Cantonese APS Telephonic 76
Cantonese CAS Telephonic 46
Cantonese CASA On‐site 17
Cantonese Cash Assistance Telephonic 254
Cantonese EEO Telephonic 3
Cantonese Fair Fares On‐site 1
Cantonese Fair Fares Telephonic 163
Cantonese Families Telephonic 10
Cantonese HASA Telephonic 24
Cantonese HCSP Telephonic 161
Cantonese HPA On‐site 1
Cantonese HPA Telephonic 10
Cantonese IDNYC On‐site 9
Cantonese IDNYC Telephonic 161
Cantonese Infoline Telephonic 4213
Cantonese OPA Telephonic 141
Cantonese Mayor's Office Telephonic 9
Cantonese MICSA On‐site 3
Cantonese MICSA Telephonic 761
Cantonese OAO On‐site 1
Cantonese OAO Telephonic 39
Cantonese OCC Telephonic 89
Cantonese OCHIA Telephonic 3
Cantonese OCSS Telephonic 17
Cantonese ODVEIS On‐site 1
Cantonese ODVEIS Telephonic 19
Cantonese OER Telephonic 1
Cantonese OLA Telephonic 6
Cantonese Adult Singles On‐site 1
Cantonese SNAP Telephonic 5409
Cantonese Street Solutions Telephonic 1
Cantonese unknown Telephonic 1837
Chin Fair Fares Telephonic 2
Chin Infoline Telephonic 1
Chin OPA Telephonic 1
Chin SNAP Telephonic 2
Chuukese ODVEIS Telephonic 1
Chuukese SNAP Telephonic 1
Croatian APS On‐site 1
Croatian APS Telephonic 1
Croatian IDNYC On‐site 2
Croatian Infoline Telephonic 3
Croatian OCSS Telephonic 1
Croatian SNAP Telephonic 4
Croatian unknown Telephonic 2
Czech HASA Telephonic 1
Czech Infoline Telephonic 2
Czech MICSA Telephonic 1
Czech OCSS Telephonic 1
Czech SNAP Telephonic 1
Czech unknown Telephonic 1
Danish Administration Telephonic 1
Dari Adult Singles Telephonic 1
Dari Cash Assistance Telephonic 2
Dari HASA Telephonic 1
Dari ODVEIS Telephonic 2
Dari SNAP Telephonic 10
Dari unknown Telephonic 3
Dinka Families Telephonic 1
Diula OCSS Telephonic 1
Dutch IDNYC On‐site 2
Dutch IDNYC Telephonic 2
Dutch Infoline Telephonic 1
Dutch unknown Telephonic 3
Edo Families Telephonic 1
Edo HCSP Telephonic 1
Edo Mayor's Office Telephonic 1
English* Agency‐wide Written Translation 819
Ewe OCSS Telephonic 1
Ewe SNAP Telephonic 1
Finnish SNAP Telephonic 1
French Administration Telephonic 1
French Adult Families Telephonic 10
French Adult Singles Telephonic 125
French Agency‐wide Written Translation 417
French APS On‐site 4
French APS Telephonic 1
French CAS Telephonic 5
French Cash Assistance Telephonic 266
French Fair Fares On‐site 1
French Fair Fares Telephonic 45
French Fair Hearings Telephonic 4
French Families Telephonic 806
French HASA On‐site 1
French HASA Telephonic 131
French HPA On‐site 3
French HPA Telephonic 55
French IDNYC On‐site 41
French IDNYC Telephonic 101
French Infoline Telephonic 110
French OPA Telephonic 22
French Mayor's Office Telephonic 1
French MICSA Telephonic 44
French OAO Telephonic 5
French OCC Telephonic 4
French OCSS Telephonic 56
French ODVEIS On‐site 1
French ODVEIS Telephonic 105
French OLA Telephonic 4
French
Reasonable
Accommodation Telephonic 1
French Adult Singles On‐site 1
French SNAP Telephonic 223
French Street Solutions Telephonic 3
French unknown Telephonic 141
Fujianese APS On‐site 4
Fujianese APS Telephonic 1
Fujianese Cash Assistance Telephonic 1
Fujianese Infoline Telephonic 2
Fujianese OAO Telephonic 1
Fujianese SNAP Telephonic 2
Fujianese unknown Telephonic 3
Fulani Adult Singles Telephonic 1
Fulani APS Telephonic 1
Fulani Cash Assistance Telephonic 23
Fulani Fair Fares Telephonic 6
Fulani Families Telephonic 10
Fulani HASA Telephonic 1
Fulani Infoline Telephonic 7
Fulani ODVEIS Telephonic 5
Fulani SNAP Telephonic 30
Fulani unknown Telephonic 8
Fuzhou APS On‐site 2
Fuzhou APS Telephonic 1
Fuzhou CAS Telephonic 2
Fuzhou Cash Assistance Telephonic 13
Fuzhou Fair Fares Telephonic 2
Fuzhou Fair Hearings Telephonic 1
Fuzhou Families Telephonic 37
Fuzhou IDNYC Telephonic 10
Fuzhou Infoline Telephonic 70
Fuzhou OPA Telephonic 14
Fuzhou MICSA Telephonic 13
Fuzhou OAO On‐site 1
Fuzhou OAO Telephonic 1
Fuzhou OCC Telephonic 4
Fuzhou OLA Telephonic 1
Fuzhou SNAP Telephonic 31
Fuzhou unknown Telephonic 32
Georgian Adult Singles Telephonic 1
Georgian APS On‐site 2
Georgian APS Telephonic 3
Georgian Cash Assistance Telephonic 5
Georgian Fair Fares Telephonic 1
Georgian Families Telephonic 1
Georgian IDNYC On‐site 1
Georgian IDNYC Telephonic 7
Georgian Infoline Telephonic 9
Georgian MICSA Telephonic 1
Georgian OCSS Telephonic 4
Georgian SNAP Telephonic 13
Georgian unknown Telephonic 3
German Cash Assistance Telephonic 2
German IDNYC On‐site 7
German IDNYC Telephonic 8
Gheg Cash Assistance Telephonic 1
Gheg MICSA Telephonic 1
Gheg SNAP Telephonic 3
Greek Adult Families Telephonic 1
Greek APS On‐site 12
Greek APS Telephonic 14
Greek CAS Telephonic 1
Greek Cash Assistance Telephonic 11
Greek Fair Hearings Telephonic 1
Greek HASA Telephonic 1
Greek HCSP Telephonic 1
Greek HPA Telephonic 1
Greek IDNYC On‐site 2
Greek IDNYC Telephonic 8
Greek Infoline Telephonic 67
Greek OPA Telephonic 3
Greek MICSA Telephonic 14
Greek OCC Telephonic 5
Greek OCSS Telephonic 2
Greek SNAP Telephonic 67
Greek unknown Telephonic 16
Gujarati Adult Families Telephonic 3
Gujarati Cash Assistance Telephonic 1
Gujarati HCSP Telephonic 1
Gujarati IDNYC Telephonic 5
Gujarati Infoline Telephonic 6
Gujarati OPA Telephonic 1
Gujarati ODVEIS Telephonic 1
Gujarati SNAP Telephonic 12
Gujarati unknown Telephonic 2
Hainanese APS On‐site 2
Hainanese IDNYC On‐site 1
Haitian Creole Adult Families Telephonic 11
Haitian Creole Adult Singles Telephonic 57
Haitian Creole Agency‐wide Written Translation 455
Haitian Creole APS On‐site 77
Haitian Creole APS Telephonic 37
Haitian Creole CAS Telephonic 14
Haitian Creole Cash Assistance Telephonic 364
Haitian Creole EEO Telephonic 1
Haitian Creole Fair Fares On‐site 1
Haitian Creole Fair Fares Telephonic 19
Haitian Creole Fair Hearings Telephonic 4
Haitian Creole Families Telephonic 332
Haitian Creole HASA Telephonic 39
Haitian Creole HCSP Telephonic 16
Haitian Creole HPA On‐site 1
Haitian Creole HPA Telephonic 40
Haitian Creole IDNYC On‐site 4
Haitian Creole IDNYC Telephonic 119
Haitian Creole Infoline Telephonic 1231
Haitian Creole OPA Telephonic 54
Haitian Creole Mayor's Office Telephonic 1
Haitian Creole MICSA On‐site 1
Haitian Creole MICSA Telephonic 210
Haitian Creole OAO Telephonic 30
Haitian Creole OCC Telephonic 36
Haitian Creole OCSS Telephonic 47
Haitian Creole ODVEIS On‐site 4
Haitian Creole ODVEIS Telephonic 48
Haitian Creole OLA Telephonic 3
Haitian Creole
Reasonable
Accommodation Telephonic 1
Haitian Creole Adult Singles On‐site 1
Haitian Creole SNAP Telephonic 1391
Haitian Creole Street Solutions Telephonic 1
Haitian Creole unknown On‐site 1
Haitian Creole unknown Telephonic 333
Hausa Cash Assistance Telephonic 2
Hausa Families Telephonic 7
Hausa HPA Telephonic 1
Hebrew Adult Singles Telephonic 1
Hebrew APS On‐site 2
Hebrew APS Telephonic 5
Hebrew CAS Telephonic 1
Hebrew Cash Assistance Telephonic 1
Hebrew Fair Fares Telephonic 2
Hebrew HCSP Telephonic 2
Hebrew IDNYC On‐site 5
Hebrew IDNYC Telephonic 9
Hebrew Infoline Telephonic 21
Hebrew OPA Telephonic 4
Hebrew MICSA Telephonic 2
Hebrew OCSS Telephonic 2
Hebrew ODVEIS Telephonic 2
Hebrew SNAP Telephonic 24
Hebrew unknown Telephonic 4
Hindi Administration Telephonic 1
Hindi Adult Families Telephonic 5
Hindi Adult Singles Telephonic 23
Hindi APS On‐site 4
Hindi APS Telephonic 2
Hindi CAS Telephonic 2
Hindi Cash Assistance Telephonic 36
Hindi Fair Fares Telephonic 1
Hindi Families Telephonic 1
Hindi HCSP Telephonic 2
Hindi HPA Telephonic 1
Hindi IDNYC On‐site 3
Hindi IDNYC Telephonic 23
Hindi Infoline Telephonic 131
Hindi OPA Telephonic 3
Hindi MICSA Telephonic 20
Hindi OAO Telephonic 2
Hindi OCC Telephonic 3
Hindi OCSS Telephonic 1
Hindi SNAP Telephonic 157
Hindi Street Solutions Telephonic 1
Hindi unknown Telephonic 29
Hmong Cash Assistance Telephonic 2
Hmong SNAP Telephonic 1
Hungarian Cash Assistance Telephonic 9
Hungarian Fair Hearings Telephonic 1
Hungarian Families Telephonic 1
Hungarian IDNYC On‐site 1
Hungarian IDNYC Telephonic 10
Hungarian Infoline Telephonic 28
Hungarian MICSA Telephonic 6
Hungarian SNAP Telephonic 11
Hungarian unknown Telephonic 7
Igbo Cash Assistance Telephonic 1
Igbo HCSP Telephonic 1
Igbo IDNYC Telephonic 1
Igbo Infoline Telephonic 5
Igbo SNAP Telephonic 1
Indonesian Families Telephonic 15
Indonesian IDNYC On‐site 1
Indonesian IDNYC Telephonic 3
Indonesian Infoline Telephonic 7
Indonesian MICSA Telephonic 1
Indonesian ODVEIS Telephonic 1
Indonesian SNAP Telephonic 2
Indonesian unknown Telephonic 2
Italian Adult Singles Telephonic 8
Italian APS On‐site 18
Italian APS Telephonic 9
Italian Cash Assistance Telephonic 6
Italian Fair Fares Telephonic 2
Italian Families Telephonic 2
Italian HCSP Telephonic 3
Italian HPA Telephonic 1
Italian IDNYC On‐site 5
Italian IDNYC Telephonic 25
Italian Infoline Telephonic 100
Italian MICSA On‐site 1
Italian MICSA Telephonic 4
Italian OAO On‐site 1
Italian OCC Telephonic 2
Italian OCSS Telephonic 5
Italian ODVEIS On‐site 1
Italian ODVEIS Telephonic 2
Italian
Reasonable
Accommodation Telephonic 1
Italian SNAP Telephonic 42
Italian unknown On‐site 1
Italian unknown Telephonic 11
Japanese Adult Singles Telephonic 50
Japanese APS On‐site 15
Japanese APS Telephonic 1
Japanese CAS Telephonic 1
Japanese Cash Assistance Telephonic 14
Japanese Families Telephonic 1
Japanese HPA Telephonic 1
Japanese IDNYC On‐site 38
Japanese IDNYC Telephonic 137
Japanese Infoline Telephonic 20
Japanese OPA Telephonic 2
Japanese MICSA Telephonic 4
Japanese OCC Telephonic 2
Japanese OCSS Telephonic 5
Japanese ODVEIS Telephonic 2
Japanese OLA Telephonic 1
Japanese SNAP Telephonic 22
Japanese unknown Telephonic 14
Karen Cash Assistance Telephonic 1
Karen Infoline Telephonic 3
Karen OCSS Telephonic 1
K'Iche IDNYC Telephonic 1
Kinyarwanda HASA Telephonic 1
Korean Administration Telephonic 10
Korean Adult Singles Telephonic 13
Korean Agency‐wide Written Translation 457
Korean APS On‐site 20
Korean APS Telephonic 28
Korean CAS Telephonic 7
Korean CASA On‐site 2
Korean Cash Assistance Telephonic 92
Korean Fair Fares On‐site 1
Korean Fair Fares Telephonic 11
Korean Fair Hearings Telephonic 1
Korean Families Telephonic 12
Korean HASA Telephonic 1
Korean HCSP Telephonic 13
Korean HPA On‐site 1
Korean HPA Telephonic 18
Korean IDNYC On‐site 10
Korean IDNYC Telephonic 130
Korean Infoline Telephonic 870
Korean OPA Telephonic 21
Korean Mayor's Office Telephonic 4
Korean MICSA Telephonic 168
Korean OAO Telephonic 11
Korean OCC Telephonic 21
Korean OCSS Telephonic 4
Korean ODVEIS Telephonic 1
Korean OLA Telephonic 5
Korean Adult Singles On‐site 2
Korean SNAP Telephonic 1126
Korean Street Solutions Telephonic 1
Korean unknown Telephonic 241
Krio Infoline Telephonic 1
Krio MICSA Telephonic 1
Laotian Families Telephonic 1
Laotian Infoline Telephonic 2
Laotian SNAP Telephonic 2
Latvian Infoline Telephonic 1
Lingala Cash Assistance Telephonic 1
Lingala Families Telephonic 87
Lingala Infoline Telephonic 2
Lingala MICSA Telephonic 1
Lingala OCSS Telephonic 1
Lingala SNAP Telephonic 2
Lingala unknown Telephonic 2
Lithuanian Infoline Telephonic 1
Lithuanian unknown Telephonic 1
Maay Families Telephonic 1
Macedonian Cash Assistance Telephonic 1
Macedonian Infoline Telephonic 1
Macedonian MICSA Telephonic 2
Malay IDNYC On‐site 1
Malay IDNYC Telephonic 2
Malay Infoline Telephonic 1
Malay unknown Telephonic 2
Malayalam Adult Families Telephonic 2
Malayalam APS Telephonic 1
Malayalam Infoline Telephonic 23
Malayalam OPA Telephonic 1
Malayalam MICSA Telephonic 3
Malayalam ODVEIS Telephonic 4
Malayalam SNAP Telephonic 10
Malayalam unknown Telephonic 2
Mandarin Administration Telephonic 33
Mandarin Adult Families Telephonic 42
Mandarin Adult Singles Telephonic 148
Mandarin APS On‐site 58
Mandarin APS Telephonic 108
Mandarin BEV On‐site 1
Mandarin CAS Telephonic 117
Mandarin CASA On‐site 9
Mandarin Cash Assistance Telephonic 1221
Mandarin EEO Telephonic 6
Mandarin Fair Fares On‐site 1
Mandarin Fair Fares Telephonic 414
Mandarin Fair Hearings Telephonic 2
Mandarin Families Telephonic 318
Mandarin HASA Telephonic 58
Mandarin HCSP Telephonic 132
Mandarin HPA On‐site 1
Mandarin HPA Telephonic 65
Mandarin IDNYC On‐site 14
Mandarin IDNYC Telephonic 861
Mandarin Infoline Telephonic 9185
Mandarin OPA Telephonic 538
Mandarin Mayor's Office Telephonic 35
Mandarin MICSA Telephonic 1408
Mandarin OAO On‐site 1
Mandarin OAO Telephonic 45
Mandarin OCC Telephonic 231
Mandarin OCHIA Telephonic 1
Mandarin OCSS Telephonic 94
Mandarin ODVEIS On‐site 1
Mandarin ODVEIS On‐site 1
Mandarin ODVEIS Telephonic 94
Mandarin OER Telephonic 1
Mandarin OLA Telephonic 17
Mandarin
Reasonable
Accommodation Telephonic 3
Mandarin Adult Singles On‐site 1
Mandarin SNAP Telephonic 4777
Mandarin unknown Telephonic 2715
Mandingo APS Telephonic 1
Mandingo Cash Assistance Telephonic 24
Mandingo Emergency Services On‐site 2
Mandingo Fair Fares Telephonic 1
Mandingo Fair Hearings Telephonic 1
Mandingo Families Telephonic 12
Mandingo HPA Telephonic 1
Mandingo Infoline Telephonic 2
Mandingo OCSS Telephonic 12
Mandingo SNAP Telephonic 7
Mandingo unknown Telephonic 5
Min Dong APS On‐site 1
Mixteco Cash Assistance Telephonic 1
Mixteco OCSS Telephonic 2
Mongolian Infoline Telephonic 2
Nepali Adult Singles Telephonic 7
Nepali Cash Assistance Telephonic 3
Nepali IDNYC On‐site 1
Nepali IDNYC Telephonic 1
Nepali Infoline Telephonic 20
Nepali MICSA Telephonic 10
Nepali OCSS Telephonic 3
Nepali SNAP Telephonic 9
Nepali unknown Telephonic 3
Nigerian Pidgin Adult Families Telephonic 1
Oromo Adult Singles Telephonic 1
Oromo Infoline Telephonic 1
Oromo unknown Telephonic 2
Other languages Agency‐wide Written Translation 15
Pashto Cash Assistance Telephonic 12
Pashto Families Telephonic 2
Pashto Infoline Telephonic 12
Pashto OPA Telephonic 2
Pashto MICSA Telephonic 1
Pashto OCC Telephonic 2
Pashto ODVEIS Telephonic 7
Pashto SNAP Telephonic 17
Pashto unknown Telephonic 6
Persian Administration Telephonic 1
Persian Adult Singles Telephonic 1
Persian APS On‐site 1
Persian CAS Telephonic 3
Persian Cash Assistance Telephonic 14
Persian Fair Fares Telephonic 2
Persian IDNYC On‐site 1
Persian Infoline Telephonic 28
Persian MICSA Telephonic 8
Persian OCC Telephonic 1
Persian ODVEIS Telephonic 3
Persian SNAP Telephonic 32
Persian unknown Telephonic 13
Polish Administration Telephonic 4
Polish Adult Singles Telephonic 37
Polish Agency‐wide Written Translation 399
Polish APS On‐site 36
Polish APS Telephonic 29
Polish CAS Telephonic 1
Polish CASA On‐site 1
Polish Cash Assistance Telephonic 31
Polish Fair Fares On‐site 1
Polish Fair Fares Telephonic 2
Polish Fair Hearings Telephonic 1
Polish HASA Telephonic 6
Polish HCSP Telephonic 7
Polish HPA On‐site 1
Polish HPA Telephonic 3
Polish IDNYC On‐site 9
Polish IDNYC Telephonic 22
Polish Infoline Telephonic 176
Polish OPA Telephonic 15
Polish Mayor's Office Telephonic 3
Polish MICSA On‐site 1
Polish MICSA Telephonic 65
Polish OAO Telephonic 1
Polish OCC Telephonic 7
Polish OCSS Telephonic 10
Polish ODVEIS On‐site 1
Polish ODVEIS Telephonic 1
Polish OLA Telephonic 1
Polish Adult Singles On‐site 5
Polish SNAP Telephonic 508
Polish unknown Telephonic 116
Portug.Creole Cash Assistance Telephonic 1
Portug.Creole SNAP Telephonic 1
Portug.Creole unknown Telephonic 1
Portuguese Adult Singles Telephonic 5
Portuguese APS On‐site 3
Portuguese APS Telephonic 2
Portuguese Cash Assistance Telephonic 10
Portuguese Families Telephonic 62
Portuguese Families Telephonic 2
Portuguese HASA Telephonic 10
Portuguese HPA Telephonic 6
Portuguese IDNYC On‐site 19
Portuguese IDNYC Telephonic 69
Portuguese IDNYC Telephonic 5
Portuguese Infoline Telephonic 32
Portuguese Infoline Telephonic 12
Portuguese OPA Telephonic 2
Portuguese Mayor's Office Telephonic 1
Portuguese MICSA Telephonic 13
Portuguese OCC Telephonic 2
Portuguese ODVEIS Telephonic 3
Portuguese SNAP Telephonic 28
Portuguese unknown Telephonic 19
Portuguese MICSA Telephonic 2
Punjabi Adult Singles Telephonic 9
Punjabi APS On‐site 6
Punjabi APS Telephonic 1
Punjabi CAS Telephonic 11
Punjabi Cash Assistance Telephonic 42
Punjabi Fair Fares Telephonic 1
Punjabi HASA Telephonic 4
Punjabi IDNYC On‐site 3
Punjabi IDNYC Telephonic 25
Punjabi Infoline Telephonic 119
Punjabi OPA Telephonic 3
Punjabi Mayor's Office Telephonic 2
Punjabi MICSA Telephonic 37
Punjabi OAO Telephonic 3
Punjabi OCC Telephonic 1
Punjabi OCSS Telephonic 3
Punjabi ODVEIS Telephonic 5
Punjabi OLA Telephonic 2
Punjabi
Reasonable
Accommodation Telephonic 2
Punjabi SNAP Telephonic 72
Punjabi Street Solutions Telephonic 1
Punjabi unknown Telephonic 38
Romanian APS On‐site 16
Romanian CAS Telephonic 2
Romanian Cash Assistance Telephonic 12
Romanian Families Telephonic 2
Romanian IDNYC On‐site 2
Romanian IDNYC Telephonic 6
Romanian Infoline Telephonic 15
Romanian OPA Telephonic 1
Romanian Mayor's Office Telephonic 1
Romanian MICSA Telephonic 9
Romanian ODVEIS On‐site 2
Romanian ODVEIS Telephonic 2
Romanian SNAP Telephonic 22
Romanian unknown Telephonic 1
Rundi Fair Fares Telephonic 1
Rundi Infoline Telephonic 1
Russian Administration Telephonic 39
Russian Adult Families Telephonic 15
Russian Adult Singles Telephonic 134
Russian Agency‐wide Written Translation 468
Russian APS On‐site 106
Russian APS Telephonic 107
Russian CAS Telephonic 24
Russian CASA On‐site 3
Russian Cash Assistance On‐site 1
Russian Cash Assistance Telephonic 558
Russian EEO Telephonic 5
Russian Fair Fares On‐site 1
Russian Fair Fares Telephonic 116
Russian Fair Hearings Telephonic 3
Russian Families Telephonic 131
Russian HASA On‐site 1
Russian HASA Telephonic 20
Russian HCSP Telephonic 194
Russian HPA On‐site 1
Russian HPA Telephonic 75
Russian IDNYC On‐site 34
Russian IDNYC Telephonic 386
Russian Infoline Telephonic 5444
Russian OPA Telephonic 205
Russian Mayor's Office Telephonic 42
Russian MICSA On‐site 4
Russian MICSA Telephonic 768
Russian OAO Telephonic 17
Russian OCC Telephonic 251
Russian OCHIA Telephonic 1
Russian OCSS Telephonic 56
Russian ODVEIS On‐site 1
Russian ODVEIS Telephonic 48
Russian OLA Telephonic 17
Russian Adult Singles On‐site 1
Russian SNAP Telephonic 5767
Russian unknown Telephonic 1418
Serbian Adult Singles Telephonic 1
Serbian APS Telephonic 4
Serbian CAS Telephonic 1
Serbian Cash Assistance Telephonic 6
Serbian Families Telephonic 1
Serbian HPA Telephonic 2
Serbian IDNYC Telephonic 4
Serbian Infoline Telephonic 11
Serbian OPA Telephonic 1
Serbian MICSA Telephonic 2
Serbian OCSS Telephonic 1
Serbian SNAP Telephonic 10
Serbian unknown Telephonic 3
Serbo‐Croatian APS On‐site 1
Serbo‐Croatian IDNYC On‐site 3
Shanghainese HCSP Telephonic 1
Shanghainese IDNYC Telephonic 1
Shanghainese Infoline Telephonic 2
Shanghainese OPA Telephonic 1
Shanghainese MICSA Telephonic 1
Shanghainese SNAP Telephonic 1
Sichuan Families Telephonic 1
Sign Language (not ASL) Adult Families On‐Site 1
Sign Language (not ASL) APS On‐Site 2
Sign Language (not ASL) BEV On‐Site 4
Sign Language (not ASL) Cash Assistance On‐Site 5
Sign Language (not ASL) Families On‐Site 11
Sign Language (not ASL) HASA On‐Site 1
Sign Language (not ASL) MICSA On‐Site 5
Sign Language (not ASL) Adult Singles On‐Site 7
Simplified Chinese Agency‐wide Written Translation 413
Sinhalese Cash Assistance Telephonic 1
Sinhalese Fair Fares Telephonic 1
Sinhalese IDNYC On‐site 3
Sinhalese SNAP Telephonic 3
Sinhalese unknown Telephonic 1
Slovak HASA Telephonic 1
Slovak MICSA Telephonic 3
Slovak SNAP Telephonic 6
Somali Cash Assistance Telephonic 3
Somali Infoline Telephonic 1
Somali unknown Telephonic 1
Soninke Cash Assistance Telephonic 5
Soninke Fair Fares Telephonic 10
Soninke Fair Hearings Telephonic 1
Soninke Families Telephonic 14
Soninke IDNYC Telephonic 2
Soninke Infoline Telephonic 3
Soninke MICSA Telephonic 1
Soninke OCSS Telephonic 2
Soninke SNAP Telephonic 26
Soninke unknown Telephonic 12
Sorani Families Telephonic 2
Sorani unknown Telephonic 1
Spanish Administration Telephonic 939
Spanish Adult Families On‐site 1
Spanish Adult Families Telephonic 856
Spanish Adult Singles Telephonic 1714
Spanish Agency‐wide Written Translation 472
Spanish APS On‐site 1804
Spanish APS Telephonic 1360
Spanish CAS Telephonic 607
Spanish CASA On‐site 103
Spanish Cash Assistance Telephonic 24386
Spanish EEO Telephonic 65
Spanish Emergency Services On‐site 10
Spanish Fair Fares On‐site 2
Spanish Fair Fares Telephonic 4594
Spanish Fair Hearings Telephonic 872
Spanish Families Telephonic 12251
Spanish HASA On‐site 6
Spanish HASA Telephonic 2770
Spanish HCSP Telephonic 1026
Spanish HPA On‐site 17
Spanish HPA Telephonic 2032
Spanish IDNYC On‐site 8
Spanish IDNYC Telephonic 2228
Spanish Infoline Telephonic 66856
Spanish OPA Telephonic 7025
Spanish Mayor's Office Telephonic 342
Spanish MICSA On‐site 7
Spanish MICSA Telephonic 6717
Spanish OAO On‐site 5
Spanish OAO Telephonic 255
Spanish OCC Telephonic 2954
Spanish OCHIA Telephonic 11
Spanish OCSS Telephonic 6374
Spanish ODVEIS On‐site 7
Spanish ODVEIS Telephonic 3525
Spanish OER Telephonic 1
Spanish OLA On‐site 12
Spanish OLA Telephonic 471
Spanish Police Telephonic 1
Spanish
Reasonable
Accommodation Telephonic 35
Spanish Adult Singles On‐site 2
Spanish SNAP Telephonic 106603
Spanish Street Solutions Telephonic 40
Spanish unknown On‐site 1
Spanish unknown Telephonic 27718
Susu unknown Telephonic 1
Swahili Cash Assistance Telephonic 2
Swahili Families Telephonic 4
Swahili HPA Telephonic 1
Sylheti APS Telephonic 1
Sylheti Cash Assistance Telephonic 1
Sylheti Families Telephonic 1
Sylheti Infoline Telephonic 2
Sylheti SNAP Telephonic 2
Sylheti unknown Telephonic 1
Sylheti Cash Assistance Telephonic 4
Sylheti Families Telephonic 1
Sylheti Infoline Telephonic 9
Sylheti MICSA Telephonic 2
Sylheti SNAP Telephonic 12
Sylheti unknown Telephonic 2
Tagalog Adult Singles Telephonic 1
Tagalog Cash Assistance Telephonic 6
Tagalog Families Telephonic 3
Tagalog IDNYC Telephonic 9
Tagalog Infoline Telephonic 36
Tagalog MICSA Telephonic 2
Tagalog OCC Telephonic 1
Tagalog SNAP Telephonic 49
Tagalog unknown Telephonic 12
Taiwanese Cash Assistance Telephonic 1
Taiwanese IDNYC Telephonic 1
Taiwanese Infoline Telephonic 1
Taiwanese SNAP Telephonic 2
Tajik Cash Assistance Telephonic 1
Tajik MICSA Telephonic 1
Tajik SNAP Telephonic 2
Tamil Adult Singles Telephonic 1
Tamil Cash Assistance Telephonic 2
Tamil HCSP Telephonic 1
Tamil IDNYC Telephonic 3
Tamil Infoline Telephonic 14
Tamil MICSA Telephonic 1
Tamil SNAP Telephonic 14
Tamil unknown Telephonic 2
Telugu APS Telephonic 1
Telugu IDNYC Telephonic 1
Telugu Infoline Telephonic 1
Telugu SNAP Telephonic 3
Telugu unknown Telephonic 2
Thai Adult Singles Telephonic 1
Thai Cash Assistance Telephonic 2
Thai IDNYC Telephonic 16
Thai Infoline Telephonic 6
Thai MICSA Telephonic 1
Thai OCSS Telephonic 3
Thai SNAP Telephonic 20
Thai unknown Telephonic 2
Tibetan Adult Singles Telephonic 8
Tibetan APS On‐site 1
Tibetan APS Telephonic 1
Tibetan Cash Assistance Telephonic 19
Tibetan Fair Fares Telephonic 1
Tibetan HPA Telephonic 1
Tibetan IDNYC On‐site 2
Tibetan IDNYC Telephonic 7
Tibetan Infoline Telephonic 20
Tibetan OPA Telephonic 1
Tibetan MICSA Telephonic 2
Tibetan SNAP Telephonic 14
Tibetan unknown Telephonic 2
Tigrinya Cash Assistance Telephonic 4
Tigrinya IDNYC Telephonic 2
Tigrinya Infoline Telephonic 1
Tigrinya MICSA Telephonic 2
Tigrinya SNAP Telephonic 6
Tigrinya unknown Telephonic 1
Toishanese Cash Assistance Telephonic 5
Toishanese Fair Fares Telephonic 1
Toishanese HCSP Telephonic 1
Toishanese HPA Telephonic 1
Toishanese IDNYC Telephonic 1
Toishanese Infoline Telephonic 37
Toishanese OPA Telephonic 4
Toishanese MICSA Telephonic 13
Toishanese OAO Telephonic 1
Toishanese OCC Telephonic 1
Toishanese SNAP Telephonic 87
Toishanese unknown Telephonic 14
Traditional Chinese Agency‐wide Written Translation 464
Turkish Adult Singles Telephonic 4
Turkish APS Telephonic 2
Turkish CAS Telephonic 3
Turkish Cash Assistance Telephonic 24
Turkish Fair Fares Telephonic 1
Turkish Families Telephonic 8
Turkish HASA Telephonic 3
Turkish HCSP Telephonic 2
Turkish HPA Telephonic 1
Turkish IDNYC On‐site 4
Turkish IDNYC Telephonic 6
Turkish Infoline Telephonic 40
Turkish OPA Telephonic 2
Turkish Mayor's Office Telephonic 1
Turkish MICSA Telephonic 5
Turkish OCSS Telephonic 1
Turkish ODVEIS Telephonic 2
Turkish SNAP Telephonic 39
Turkish unknown Telephonic 12
Ukrainian Adult Singles Telephonic 3
Ukrainian Cash Assistance Telephonic 3
Ukrainian IDNYC On‐site 9
Ukrainian IDNYC Telephonic 6
Ukrainian Infoline Telephonic 5
Ukrainian OPA Telephonic 1
Ukrainian MICSA Telephonic 4
Ukrainian OCC Telephonic 1
Ukrainian SNAP Telephonic 6
Urdu Adult Families Telephonic 1
Urdu Adult Singles Telephonic 9
Urdu Agency‐wide Written Translation 397
Urdu APS On‐site 14
Urdu APS Telephonic 7
Urdu CAS Telephonic 11
Urdu Cash Assistance Telephonic 123
Urdu Fair Fares On‐site 1
Urdu Fair Fares Telephonic 7
Urdu Fair Hearings Telephonic 2
Urdu Families Telephonic 25
Urdu HCSP Telephonic 1
Urdu HPA On‐site 1
Urdu HPA Telephonic 4
Urdu IDNYC On‐site 3
Urdu IDNYC Telephonic 7
Urdu Infoline Telephonic 292
Urdu OPA Telephonic 19
Urdu Mayor's Office Telephonic 3
Urdu MICSA Telephonic 49
Urdu OCC Telephonic 9
Urdu OCSS Telephonic 18
Urdu ODVEIS Telephonic 8
Urdu OLA Telephonic 2
Urdu
Reasonable
Accommodation Telephonic 2
Urdu Adult Singles On‐site 1
Urdu SNAP Telephonic 503
Urdu unknown Telephonic 109
Uzbek Adult Singles Telephonic 2
Uzbek Cash Assistance Telephonic 36
Uzbek EEO Telephonic 1
Uzbek Fair Fares Telephonic 1
Uzbek Fair Hearings Telephonic 1
Uzbek Families Telephonic 39
Uzbek HPA Telephonic 2
Uzbek IDNYC On‐site 5
Uzbek IDNYC Telephonic 4
Uzbek Infoline Telephonic 66
Uzbek OPA Telephonic 1
Uzbek MICSA Telephonic 8
Uzbek OCC Telephonic 2
Uzbek OCSS Telephonic 15
Uzbek ODVEIS Telephonic 34
Uzbek SNAP Telephonic 324
Uzbek unknown On‐site 1
Uzbek unknown Telephonic 68
Vietnamese Administration Telephonic 1
Vietnamese Adult Families Telephonic 1
Vietnamese APS Telephonic 1
Vietnamese Cash Assistance Telephonic 21
Vietnamese Fair Fares Telephonic 13
Vietnamese Families Telephonic 1
Vietnamese HASA Telephonic 2
Vietnamese HCSP Telephonic 6
Vietnamese HPA Telephonic 15
Vietnamese IDNYC On‐site 1
Vietnamese IDNYC Telephonic 8
Vietnamese Infoline Telephonic 70
Vietnamese OPA Telephonic 4
Vietnamese MICSA Telephonic 10
Vietnamese OCSS Telephonic 6
Vietnamese ODVEIS Telephonic 7
Vietnamese OLA Telephonic 1
Vietnamese SNAP Telephonic 126
Vietnamese unknown Telephonic 29
Visayan Infoline Telephonic 1
Wolof Cash Assistance Telephonic 8
Wolof Fair Fares Telephonic 4
Wolof Families Telephonic 25
Wolof HPA Telephonic 1
Wolof IDNYC Telephonic 1
Wolof Infoline Telephonic 2
Wolof OCC Telephonic 1
Wolof OCSS Telephonic 1
Wolof ODVEIS Telephonic 13
Wolof SNAP Telephonic 10
Wolof unknown Telephonic 7
Yiddish APS Telephonic 1
Yiddish Cash Assistance Telephonic 2
Yiddish Fair Fares Telephonic 4
Yiddish HCSP Telephonic 1
Yiddish Infoline Telephonic 3
Yiddish OPA Telephonic 1
Yiddish SNAP Telephonic 3
Yiddish unknown Telephonic 2
Yoruba Cash Assistance Telephonic 1
Yoruba Families Telephonic 1
Yoruba HPA Telephonic 1
Yoruba Infoline Telephonic 4
Yoruba MICSA Telephonic 1
Yoruba OCC Telephonic 2
Yoruba SNAP Telephonic 3
Yoruba unknown Telephonic 3
* Refers to client eligibility documents being translated from a different source language into English