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Illinois DoIT Language Access Plan
Introduction - Section 1
Section 1.1 Introduction and Overview
The Department of Innovation and Technology (“DoIT” or “Agency”) has prepared this Language Access Plan (“LAP” or “Plan”) for the purposes of outlining the protocol and procedures taken by DoIT to ensure meaningful and universal access to any DoIT Program, Service, and Activity on the part of persons who self-identify as having Limited English Proficiency (“LEP”) or preference for materials and services in a language other than English.
DoIT considers an LEP person as someone who is not able to speak, read, write, or understand the English language at a level that allows them to interact effectively with the Agency. An LEP person maintains the right to self-identify, as well as the right to indicate their language of preference, particularly as it relates to information technology delivery.
Function of DoIT - Section 2
Section 2.1 Function of DoIT
On January 25, 2016, DoIT was established through Executive Order 2016-01, creating a new state agency with responsibility for the information technology functions of agencies under the jurisdiction of the Governor. Public Act 100-611 was enacted on July 20, 2018, codifying the Agency into law. DoIT is an internal-facing state agency, providing services to state agencies rather than individuals or the “public.”
DoIT's mission is to empower the State of Illinois through high-value, customer-centric technology by delivering best-in-class innovation to client agencies fostering collaboration and empowering employees to provide better services to residents, businesses, and visitors. DoIT delivers statewide technology, innovation and telecommunication services to state government agencies, boards, and commissions as well as policy and standards development, lifecycle investment planning, enterprise solutions and privacy and security management.
Policy Statement - Section 3
Section 3.1 Policy Statement
It is the policy of DoIT to provide Meaningful Access for LEP persons to any DoIT Program, Service, and Activity for which they may individually be eligible to participate.
DoIT shall provide access to free Language Assistance Services to LEP persons whenever an LEP person requests Language Assistance Services. Upon request, the Agency will inform members of the public that Language Assistance Services are available free of charge to LEP persons and that DoIT will provide and make available these services to them.
Section 3.2 Pupose
The purpose of this policy is to establish effective guidelines, similar to the guidance provided by Title VI of the Civil Rights Act of 1964 and Executive Order 13166, for agency personnel to follow when providing services to, or interacting with, persons who have Limited English Proficiency as DoIT recognizes the value and importance of providing access to any DoIT Program, Service, and Activity.
DoIT is committed to providing LEP persons Meaningful Access to any Program, Service, and Activity although they may be limited in their English language proficiency. This Plan describes the Agency's policies and practices to provide language access services to LEP persons. Pursuant to this Plan, the Agency seeks to continue to eliminate or reduce - to the maximum extent practicable - Limited English Proficiency as a barrier to accessing any Program, Service, and Activity, as such, DoIT will review and update this Plan, on a biennial (2 year) basis.
This Plan serves to (a) inform DoIT staff, contractors, vendors, and client agencies about language access services and support; (b) designate key staff tasked with supporting languages access services for the benefit of DoIT, and (c) offer opportunities to further the reach of DoIT language access provisions.
Section 3.3 Goals
To achieve the goal of Meaningful Access to any DoIT Program, Service, and Activity by LEP persons, DoIT will:
- perform a needs and capacity assessment;
- arrange for oral language assistance, as appropriate;
- translate DoIT Vital Documents in languages other than English;
- update LAP policies and procedures;
- monitor access to language assistance; and
- provide staff training on the language service provision.
Section 3.4 Definitions
- Bilingual Staff - A staff person who has demonstrated proficiency in English and reading, writing, speaking, or understanding at least one other language. For the purposes of this plan, a bilingual staff member is a staff member hired under a position description that requires the use of sign language, Braille, or another second language.
- Effective Communication - Communication sufficient to provide the LEP person with substantially the same level of services received by persons who are not LEP. For example, staff must take reasonable steps to ensure communication with an LEP person is as effective as communication with English proficient persons when providing similar programs and services.
- Interpretation - The act of listening to a communication in one language (source language) and orally converting it to another language (target language) while retaining the same meaning.
Language Access Plan Coordinator - DoIT staff who are responsible for providing Meaningful Access to any of its Program, Service, and Activity to LEP persons.
- Language Assistance Services - Oral and written language services needed to assist LEP persons to communicate effectively with staff, and to provide LEP persons with Meaningful Access to, and an equal opportunity to participate fully in, the Program, Service, and Activity administered by the Agency.
- Limited English Proficiency persons - Persons who do not speak English as their Primary Language and who have a limited ability to read, write, speak, or understand English. LEP persons may be competent in English for certain types of communication (e.g., speaking or understanding), but still be LEP for other purposes (e.g., reading or writing).
- Meaningful Access - Language assistance that results in accurate, timely, and Effective Communication at no cost to the LEP person. For LEP persons, Meaningful Access denotes access that is not significantly restricted, delayed, or inferior compared to any Program, Service, and Activity provided to English proficient persons.
- Primary Language - A person's primary language is the language in which the person most effectively communicates.
Program, Service, and Activity - All of the operations of the Agency.
- Translation - The replacement of written text from one language (source language) into an equivalent written text in another language (target language).
- Vital Document - Paper or electronic written material that contains information that is critical for accessing the Agency’s Program, Service, and Activity, or as required by law.
Language Access Plan - Section 4
Section 4.1 Determining Language Needs
To fulfill DoIT's commitment to social responsiveness, DoIT staff understands the language needs of those accessing the Program, Service, and Activity within DoIT’s jurisdiction as being critical to its mission. An assessment can help an agency determine if it communicates effectively with LEP persons and appropriately manage its language access program planning.
Section 4.2 Providing Language Access
Effective Communication with LEP persons requires DoIT to have Language Assistance Services in place. There are two primary types of Language Assistance Services: oral and written.
Oral Language Assistance Services may come in the form of “in-language” communication (a demonstrably qualified Bilingual Staff member communicates directly in an LEP person’s language) or Interpretation. Translation is the replacement of written text from one language into another. A translator also must be qualified and trained.
DoIT’s Plan is overseen by the LAP Coordinator and will be implemented throughout the Agency to provide Meaningful Access to persons limited in their English language proficiency. A self-assessment in December 2020 of Agency Language Assistance Services, including both oral and written language services, was conducted. As a result, a LAP Coordinator was assigned to coordinate not only language assistance, but also provide technical assistance in navigating DoIT’s processes, procedures, and understanding the language access requirements of the Agency.
Section 4.3 Oral Language Assistance
Each Program, Service, and Activity of DoIT identified as warranting language measures will arrange for timely oral language assistance to LEP persons in face-to-face and telephone contact. Such assistance may take the form of Bilingual Staff, oral interpreters, or telephone Language Assistance Services. Oral translation will be provided to LEP individuals seeking DoIT’s services. Requests for interpretation services shall be made via email to Vickie Simpson at Vickie.Simpson@illinois.gov.
Section 4.4 Interpretation
There is a state master contract for procuring interpretation services for state agencies, including DoIT. Telephone calls are one of the most common methods by which employees of state agencies, including LEP persons, contact DoIT. DoIT’s help desk (217-524-3648 and 312-814-3628) averages 13,000 calls per month from state employees. Help Desk staff are trained and instructed to provide interpretive services to LEP persons through the state master contract, which provides telephonic Interpretation by a professional network of over 4,000 interpreters who collectively speak more than 200 languages. Per the state master contract(s) three-way telephone interpretation and interpretation services at public meetings, legal meetings, conferences, workshops, training sessions, and other direct person-to-person interactions will be provided upon request. Requests of interpretation services from the state master contract(s) shall be made via email to Vickie Simpson at Vickie.Simpson@illinois.gov.
Competency of Bilingual Staff or contractors - Bilingual Staff or contractors will be assessed for bilingual proficiency, Interpretation skills, and sensitivity to the special confidentiality issues raised by interpreting for others. Components should ensure that individuals providing interpretative services possess a level of fluency and comprehension appropriate to the specific nature, type, and purpose of information at issue.
Unacceptable practices – DoIT should not use family members or friends to translate or interpret for LEP persons. If the LEP customer insists upon using a friend or family member, it should be allowed only after language services have been offered and refused. Minor children should never be used to interpret, except in emergencies.
Securing sufficient resources - Each DoIT Program, Service, and Activity identified as warranting language assistance measures should strive to budget for language services to ensure that adequate resources exist for interpreters, Translation and review of documents, and outreach. Notwithstanding any limitations of current budget, program should include language assistance resources as items in their future budget requests. Program should be prepared to justify any failure to request funding for language assistance where the data indicate a clear and evident need for such assistance.
Section 4.5 Vital Document Translation
DoIT shall identify and translate DoIT Vital Documents to provide Meaningful Access to LEP persons. Each DoIT Program, Service, and Activity shall translate its Vital Documents into languages other than English where a significant number or percentage of the customers served, or eligible to be served, are LEP.
Section 4.6 Website/Web-based Application Translation
DoIT’s external website will translate any content residing on those webpages to Arabic, Chinese, English, Hindi, Polish, Spanish, Tagalog. Upon request, DoIT will provide machine Translation services for its internal (employee only) website.
Training, Procedures & Assistance - Section 5
Section 5.1 Training
DoIT will train front-line, existing employees, and managerial staff on the policies and procedures of its LAP. Front-line and existing staff will be employees whose routine duties include interactions with the other state agencies. Their training will be provided during the new employee on-boarding process from their manager and more frequently based on the frequency of requests for language assistance. Managerial staff will receive in-person training on the policies and procedures of language assistance and on how to determine whether Language Assistance Services are needed by a customer during annual Leadership Orientation training (or more frequently depending on staff hires). In addition, they will receive training on how to secure Language Assistance Services for a customer, and on how to work with interpreters and translators.
Section 5.2 Develop written policies and procedures
If applicable, when a specific DoIT Program, Service, and Activity is identified as warranting Language Assistance Services, then the Agency will develop specific written policies and procedures related to Language Assistance Services applicable to that Program, Service, and Activity.
Written policies and procedures may address the following areas:
- provision of language services generally;
- identification and assessment of language needs;
- oral Language Assistance Services;
- written Translations;
- oral and written notification of the availability of language services;
- staff training on language service provision; and
- monitoring access to language assistance.
Section 5.3 Monitor Access to Language Assistance
To the extent applicable, each DoIT Program, Service, and Activity identified in Section 5 as warranting Language Assistance Services will institute procedures to monitor the accessibility and quality of language assistance activities for LEP persons.
Data collection and record keeping are key to an effective monitoring and compliance system. To determine the validity of any language assistance complaints, it may be necessary to analyze and review data that reflects how the program provides services to LEP persons. Data collection also allows the program to obtain an overview of how its services are provided.
To the extent applicable, each DoIT Program, Service, and Activity identified in Section 5 as warranting Language Assistance Services will develop and maintain a data collection system that assures the availability of data that includes the Primary Language of the LEP person.
Such data should include the data upon which the program has based the language needs assessment; the number of LEP persons, by language group, who received language services; names and categories of
staff receiving training, and dates of training.
Section 5.4 Complaint Procedure
If an individual believes they have been denied the benefits of this Language Access Plan a complaint may be filed with the Language Access Coordinator. An electronic complaint form in fillable-PDF format in English and the six most frequently spoken languages (Arabic, Chinese, Hindi, Polish, Spanish, and Tagalog) among the LEP population in Illinois will be provided. The written complaint must be filed within 6 months of the alleged violation. To obtain a complaint form and to file a written complaint contact:
Department of Innovation & Technology
EEO/AA Officer and Language Access Coordinator
120 W. Jefferson Street
Springfield, IL 62702
Email: Vickie.Simpson@illinois.gov
Unresolved language access complaints at the agency level may be sent to: GOV.NewAmericans@illinois.gov.
Implementation, Monitoring, & Evaluation - Section 6
Section 6.1 Monitoring, Evaluating, and Updating this Plan
The LAP Coordinator will monitor and evaluate the effectiveness of this plan and make updates every fiscal year. To do this, the LAP Coordinator will make use of the following mechanisms:
- survey staff on how often Language Assistance Services are used and how they could be improved.
- conduct customer satisfaction surveys of LEP persons.
- observe and evaluate Agency interactions with LEP persons.
- monitor the Agency’s response rate to suggestions or requests by LEP persons.
- maintain a record of available services for LEP persons and the frequency of their use.
- maintain a record of funds and staff time spent on Language Assistance Services.
Section 6.2 Language Access Plan Working Group
The LAP Working Group was formed in 2021 to collaboratively develop, expand, implement, and maintain this Plan. The LAP Working Group is composed of DoIT staff representatives, Chief Administrative Officer, legal staff, and the LAP Coordinator, who meet annually or as needed to develop or lead Agency wide language access initiatives, including those designed to leverage resources and improve services to LEP persons.
- Vickie Simpson
EEO/AA Officer and Language Access Plan Coordinator
Email: Vickie.Simpson@illinois.gov
- Albert Coll
Chief Administrative Officer
Email: Albert.Coll@illinois.gov
- Rupal Mehta
Legal Counsel
Email: Rupal.D.Mehta@illinois.gov
Section 6.3 Language Access Plan Coordinator
The LAP Coordinator, a designee of the Secretary of DoIT, is charged with overseeing the Agency’s LAP initiatives, serves as point person internally and externally for the implementation and compliance of the Plan, and works closely with the LAP Working Group.
Vickie Simpson, Language Access Plan Coordinator
An interim LAP Coordinator will be selected upon notification the current LAP Coordinator will be leaving the position. The interim LAP Coordinator will serve until a permanent LAP Coordinator is appointed.
CONCLUSION - SECTION 7
Section 7.1 Conclusion
DoIT is committed to providing Meaningful Access to any of its Program, Service, and Activity. This carries particular weight in relation to persons with LEP, who may be particularly vulnerable to discrimination and unaware of, or reluctant to take advantage of, available legal protections. DoIT will provide outreach and education, assess Plan performance, and as needed, adjust the Plan accordingly.
APPENDICES
Appendix A: Telephonic Interpretation
Purpose: To be used when receiving a call from a non-English speaking customer.
- Dial the Interpreter: 1-866-828-3280
- The auto attendant will ask:
- Press 1 for Spanish or 2 for other languages
- Enter the language code
Language Code Albanian 47 Amharic 39 Arabic 23 Bosnian 37 Burmese 21 Cantonese 31 Chin 32 Farsi 33 French 26 Haitian Creole 28 Hindi 43 Hmong 44 Karenni 60 Karen 34 Korean 30 Laotian 50 Mandarin 24 Nepali 25 Polish 42 Portuguese 35 Punjabi 49 Russian 27 Somali 29 Spanish 1 Swahili 38 Tagalog 46 Urdu 41 Vietnamese 22 All other 200 Languages not listed 99 - Enter the 4-digit account number: 3894
Additional info to be collected: Your name and the first initial of last name
Alternate Interpreter to be used only when the primary line cannot provide your language request: 1-866-828-3280
Service provided by Propio Language Services: 1-913-381-3143