Specifications include, but are not limited to: Telephone Interpretation Services will include the following: a. Provide telephonic interpretation (from English to another language or vice versa) including VRI for NHES’ LEP and deaf and hard of hearing customers in a professional manner. b. Ensure all interpreters furnished are professionally trained with a verified level of fluency in the specified target language and American Sign Language (ASL), with certification by the National Association of the Deaf-Registry of Interpreters for the Deaf (NAD-RID). The Contractor shall ensure interpretation services are technically correct, culturally proper and meet applicable ethical standards in the field of ASL interpretation in accordance with the NAD-RID Code of Professional Conduct. c. Telephone interpreter services, including VRI shall be provided at NHES facilities in up to twelve (12) full service and 3 itinerant locations statewide and off-site as needed. d. Provide access to 200+ languages and dialects (including less frequently requested languages) and provide a list of the available languages and dialects. e. Provide trained and experienced personnel including court certified interpreters qualified to interpret legal proceedings. f. The Proposer must have a clearly defined and effective pre-connection protocol and a live customer support process in place to facilitate the timely and proper assignment of each language request to a qualified interpreter. g. The Proposer must have conference call capability. h. The Proposer must have the ability to deliver telephone interpreter services on an as-needed basis. While interpreter services will be needed primarily during NHES office hours, Monday through Friday, between 8:00 a.m. and 4:30 p.m., services must be available twenty-four (24) hours, seven (7) days per week, three hundred sixty-five (365) days per year for special circumstances. i. The Proposer must have a pin code system or other means in place to enable staff accessing telephone interpretation services to enter a (9) digit code for each call placed to identify department/section usage. This (9) digit code must be included on the appropriate line of each billing statement sent to NHES for approval and payment.
