Language Access Plan

Introduction Section 1
 

Section 1.1 Introduction and Overview
 

The State of Illinois is home to one of the largest immigrant populations in the United States, with nearly 1.9 million immigrants contributing to the state's vibrant cultural and economic landscape. Among them, nearly 1 million residents speak languages other than English at home and report speaking English less than "very well." As this linguistically diverse population continues to grow, Illinois recognizes that all residents—regardless of English proficiency—have a right to equitable access to government services. 

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 individual with LEP 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 individual with LEP 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 and Role 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 Tier III 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. 

DoIT’s website is Illinois Department of Innovation & Technology.  

DoIT’s Language Access Coordinator is:

Vickie Simpson

120 W. Jefferson Street

Springfield, IL 62702

Email: DoIT.LanguageAccess@Illinois.gov
  

Policy Statement Section 3
 

Section 3.1 Policy Statement
 

It is the policy of DoIT to provide Meaningful Access for persons with LEP 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 persons with LEP whenever an individual with LEP requests meaningful access to participate in the Programs, Services, and Activities offered by DoIT.  Upon request, the Agency will inform members of the public that Language Assistance Services are available free of charge to persons with LEP and that DoIT will provide and make available these services to them.
 

Section 3.2 Purpose 
 

The purpose of this Language Access Plan is to provide guidance to DoIT staff and establish a roadmap to support meaningful access to the department’s Programs, Services, and Activities for persons with LEP. The Language Access Plan also seeks to align the department’s efforts and bring DoIT into compliance with Illinois Language Equity and Access Act (Public Act 103-0723), the Illinois Civil Rights Act of 2003, Title VI of the Civil Rights Act of 1964 and other applicable federal and state standards and guidelines.  

DoIT is committed to providing individuals with LEP Meaningful Language 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 individuals with LEP.  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 Language Access to any DoIT Program, Service, and Activity by individuals with LEP, DoIT will:

1. perform a needs and capacity assessment;
2. arrange for oral language assistance, as appropriate;
3. translate DoIT Vital Documents in languages other than English;
4. update LAP policies and procedures;
5. monitor access to language assistance; and
6. provide staff training on the language service provision.

Section 3.4 Authority
 

As a recipient of federal financial assistance, Illinois is bound by Title VI of the Civil Rights Act of 1964 (Title VI), 42 U.S.C. §§ 2000d-2000d-7, and its implementing regulations, 45 C.F.R. Part 80, which prohibits discrimination based on race, color, or national origin (which includes Limited English Proficiency). Title VI of the Civil Rights Act of 1964 Illinois is committed to advancing the goals of Title VI of the Civil Rights Act of 1964 in alignment with the State of Illinois’ Language Equity and Access Act (Public Act 103-0723).
 

Illinois Civil Rights Act of 2003
 

The Illinois Civil Rights Act prohibits State, county, or local government in Illinois from excluding a person from participation in, denying a person the benefits of, or subjecting a person to discrimination under any program or activity on the grounds of that person’s race, color, national origin, or gender.  Additionally, the Illinois Civil Rights Act prohibits using criteria or methods that have a discriminatory effect. 
 

Illinois Human Rights Act (IHRA)
 

The Illinois Human Rights Act consolidates existing laws and administrative processes addressing civil rights in Illinois. IHRA prohibits discrimination in employment, housing, financial credit, and public accommodations because of race, color, sex, religion, ancestry, national origin, age, physical or mental disability, unfavorable military discharge, and marital status, as well as retaliation for opposing discrimination. IHRA established the Illinois Department of Human Rights (IDHR) and the Illinois Human Rights Commission (IHRC) as enforcing agencies¹. 
 

Language Equity and Access Act
 

Signed into law by Governor Pritzker in 2024, the Language Equity and Access Act 2024 aims to ensure that all residents can access state information, programs, and services equitably, and that limited English proficiency does not prevent anyone from fully participating in civic life².   The Act aims to ensure all Illinois residents, including individuals with LEP, have meaningful and equitable access to state services, programs, information, and activities by removing language barriers. The act incorporates federal guidance for ensuring meaningful access for individuals with LEP and other federal and state legislation that prohibit discrimination based on national origin and promote language access, including Title VI of the Civil Rights Act of 1964, the Illinois Human Rights Act of 1979, and the Illinois Civil Rights Act of 2003³. 

The Act designates the Governor’s Office of New Americans (ONA) as the lead agency responsible for coordinating the implementation of statewide language access policy, with the support of the Department of Human Services. ONA is tasked with providing oversight, offering technical assistance, and ensuring agency compliance with the Act’s requirements. 

Under the Act, the ONA will lead the development of a Language Needs Assessment Report using U.S. Census data to identify the languages spoken across Illinois and inform agency planning.  All state agencies will develop Language Access Plans that will inform how the agency will ensure meaningful access to individuals with LEP, appoint a Language Access Coordinator (LAC) to oversee implementation within each agency, and translate vital documents and provide qualified interpretation services for LEP populations.
 

Section 3.5 Guiding Principles
 

In accordance with federal and state requirements, including the Illinois Language Equity and Access Act (Public Act 103-0723), this Language Access Plan provides a framework for ensuring DoIT can deliver timely and meaningful language assistance services to DoIT’s constituents with LEP.  DoIT is committed to providing equitable language access to its Programs, Services, and Activities for all individuals, regardless of the language they use.  DoIT will operationalize this commitment to language access by: 

• Designating a Language Access Coordinator who is responsible for overseeing the development and implementation of the Language Access Plan.
• Serving all individuals with LEP and providing accurate, timely, and effective communication, including oral and written language services needed to assist persons with LEP to communicate effectively, and providing them with equal opportunity to participate fully in the Programs, Services, or other Activities administered by the state. This includes displaying public notices in commonly spoken languages that communicate the availability of free language assistance services and how to access them. 
• Conducting a regular assessment that describes the population of persons with LEP the agency serves, the policy and programmatic actions implemented to ensure meaningful access, and the metrics used to measure compliance with the Language Equity and Access Act. This assessment will be informed by the federally recognized four-factor analysis, which considers the number or proportion of persons with LEP served, the frequency and context, the nature and importance of services provided, and the agency’s available resources and costs. 
• Strengthening DoIT’s capacity to develop and distribute multilingual content and expanding access to translated vital documents and other resources. Translation of vital records will be prioritized with guidance provided by ONA. The agency will also work to expand multilingual website content, including program information, complaint procedures, and eligibility criteria. 
• Establishing mechanisms to track progress across divisions, programs, and funded partners, and supporting efforts to meet language access compliance standards. This includes collecting and reporting data on how to use interpretation and translation vendor services, including volume, language type, and service type. DoIT will maintain a complaint and review process and ensure timely resolution. 
• Provide ongoing employee development and training to maintain well-trained employees. 
• Ensuring the Language Access Plan and related materials are publicly available through DoIT’s website and other accessible formats.

Section 3.6 Definitions
 

• State Agency: any State of Illinois agency, board, or commission, directly responsible to the Governor, that provides direct or indirect services, resources, programs, information, data, policies, instructions, or activities to the public, Funded Entities, and staff. 
• Tier I State Agency: State Agencies that have primary responsibilities that involve providing direct or indirect services and information to the public and have a relatively large staff, budget, and operational scope.
• Tier II State Agency: State Agencies that have responsibilities that involve providing direct or indirect services and information to the public and/or have a relatively medium-to-small staff, budget, and/or operational scope. 
• Tier III State Agency: State Agencies that do not have primary responsibilities that involve providing direct or indirect services and information to the public, though they may provide information to the public. 
• Coordinating Entity: The Language Access Program, housed in the Office of New Americans within the Office of the Governor as the entity assigned to coordinate the efforts of the State of Illinois’s State Agencies to provide meaningful language access to individuals with LEP in accordance with the Language Equity and Access Act.
• Funded Entity: any contractors, grantees, and recipients that receive financial assistance from the State Agency for the purpose of delivering programs, activities, research, information, or services to the public. 
• Limited English Proficiency (LEP): the inability or difficulty to understand or to effectively express oneself in spoken or written English as a result of one’s national origin, and the individual has not developed fluency in the English language.
• Individuals with LEP: individuals who self-identify as speaking English less than “very well” according to the U.S. Census American Community Survey. 
• Primary Language: A person's primary language is the language in which the person most effectively communicates.
• Language of Lesser Diffusion: any language used within a distinct geographic area, such as a city, county, or state, where the population of speakers is relatively small.
• Language Access: the process of ensuring that individuals with LEP have access to vital documents and services in a language they can understand, either through interpretation or translation services. Please see Meaningful Language Access below.
• Meaningful Language Access: the ability to receive accurate, timely, and effective information in one’s spoken or preferred language, and to participate in and benefit from public services offered by DoIT, at no cost to the individual with LEP. Meaningful access must not be unreasonably restricted, delayed, or inferior compared to access provided to individuals with English proficiency.
• Digital Language Access: the utilization of technology to guarantee that individuals with LEP can understand and engage with digital content in their preferred language. This includes the use of tools such as translation applications, multilingual websites, and various digital resources, all of which aim to enhance information accessibility for people, regardless of language disparities.
• Language Access Plan (LAP): a management document and roadmap that outlines the tasks and priorities to be implemented to ensure DoIT will meet compliance standards set forth in the Language Equity and Access Act. 
• Statewide Manager for Language Access Program: staff of the Coordinating Entity tasked with coordinating and overseeing all language access implementation statewide and across all Covered and Funded Entities and overseeing the Language Access Coordinators.
• Language Access Coordinator (LAC): DoIT staff tasked with coordinating and overseeing the entity's language access implementation activities and coordinates and oversees to ensure that language access information is shared across all state agency programs and divisions. 
• Language Assistance Services: oral and written language services needed to assist individuals with LEP to communicate effectively with staff, and to provide individuals with LEP meaningful access to, and equal opportunity to participate fully in, the services, activities, or other programs administered by the State.
• Compliance Evaluation Framework: an evaluation methodology involving the Language Assessment Rubric and Reporting Tool which the Statewide Manger for Language Access will use to monitor the compliance of State Agencies.
• 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. See also Oral Language Services.
• Oral Language Services: includes various methods to provide verbal information and interpretation, such as staff interpreters, Multilingual Staff, telephone interpreter programs, tele-video interpretation services, and private interpreter programs. See also Interpretation.
• 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.  
• Multilingual Staff: staff member who has demonstrated proficiency in one or more language other than English and is formally assigned and fairly compensated to either provide language assistance services such as interpretation and/or translation to individuals with LEP, or serve in a policy, resource, or advisory role to provide their cultural and linguistic expertise. 
• Language Service Provider (LSP): a vetted contractor/vendor contracted to perform language assistance services, such as interpretation and/or translation, for individuals with LEP.
• Four-Factor Analysis: a framework intended to aid recipients of federal financial assistance with conducting an individualized assessment of their programs and activities to help them prioritize language access services.
• Program, Service, and Activity: All the operations of the Agency.
• Translation: the conversion of written text from one language (source language) into an equivalent written text in another language (target language) to convey the intent and essential meaning of the source text.
• Plain Language: a style of communication that aims to make written or spoken information easy to understand for a broad audience. The Plain Language Act (2010) defines Plain Language as “clear, concise, well organized, and follows other best practices appropriate to the subject or field and intended audience.”⁴ Language intended for public consumption avoids non-essential information and complex phrasing; highlights essential information; avoids the use of technical terms and industry jargon; and simplifies complex information. 
• Vital Documents: public-facing written materials, whether in paper or electronic format and made available on any platform (including websites), that are created, issued, or distributed by DoIT to communicate with the public. These documents contain information that affects an individual’s access to, retention of, termination of, or exclusion from program services or benefits; are required by law; or serve to: Inform the public about rights, responsibilities, rules, services, resources, or events; allow individuals to apply for or participate in programs or benefits; notify individuals about their eligibility, participation, or benefits; and provide instruction, guidance, or complaint submission processes.

Needs Assessment Section 4
 

Illinois is home to a diverse population with cultural and linguistic backgrounds from around the world. To support DoIT in determining and prioritizing language assistance services, the Language Access Plan includes a Needs Assessment that identifies the languages spoken by individuals with languages other than English served or likely to be served by DoIT. 
 

Section 4.1 Four-Factor Analysis
 

A four-factor analysis is used in this section as a framework to determine the language services DoIT needs to prioritize to meet the needs of individuals with limited English proficiency. The four-factor analysis is a tool designed to help recipients of federal financial assistance conduct an individualized assessment that considers the following four factors:⁵  

1. Factor 1: Data collection and analysis of the population with limited English proficiency
2. Factor 2: Data collection and analysis of languages encountered
3. Factor 3: Services Provided to General Public and/or Prospective Limited English Proficient Users
4. Factor 4: Budget and Available Resources

Factor 1
 

Limited English Proficient Population Data Collection and Analysis assesses the number or proportion of individuals with limited English proficiency that could be served by or could encounter DoIT’s services.

The Illinois Language Equity and Access Act requires DoIT to conduct an individualized assessment to determine the adequacy of its Language Access Plan. This assessment must consider the frequency with which persons with LEP come in contact with Programs, Services, or Activities provided by the Agency.  This analysis helps ensure that DoIT is positioned to adequately identify underserved communities with LEP and emerging language needs and address any barriers that may prevent access to critical public services. 

In 2025, DoIT is using the following findings from a demographic analysis⁶ conducted by the University of Illinois Chicago in partnership with the Office of New Americans on the State’s individuals with limited English proficiency and individuals with LEP: 

• In Illinois, 1.0 million residents speak English less than "very well," and speak a language other than English at home. Both federal and state policies recognize that these individuals have a right to equitable access to government services, which includes information and communication in a language they understand.
• Eleven languages have more than 10,000 limited-English speakers in Illinois, including:

Largest Language Groups and Largest Limites English Language Groups in Illinois: 2018 - 2022

• The predominant language other than English in many Illinois counties may be Spanish, but closer examination of the most common non-English languages shows that immigrants and migrants come to Illinois from many places. For example, in Champaign County, the top language spoken in limited English households is Mandarin, and in Macon County, it is Tagalog. Additionally, in Cass and Knox counties, the second language is French/Haitian/Cajun. In Madison County, it’s Tagalog. In Cook, DuPage, and Kane counties, the second language category is Slavic. In Boone County, “other Asian Pacific Islander” is second to Spanish.
• A statewide map of persons who don’t speak English very well shows that the largest numbers of such persons are in the metro Chicago area. Nevertheless, significant numbers of up to 9 thousand are in townships across the state and are often located near metro areas such as St. Louis, Springfield, Champaign, and Rock Island. There are also notable populations in relatively rural townships in counties such as Cass, Douglas, or Union.
• After years of decline, the number of Illinois residents who don’t speak English very well is on the rise. In examining ten years, from 2014 to 2023, this population fell by 79,000 persons between 2014 and 2019. But since a low of 1.0 million in 2019, the most recent data, for the year 2023, shows about 1,082,000 persons, for a gain of some 82,000.

Upon review of DoIT’s language access needs, the DoIT Service Desk reported a total of 233,393 requests for service or incident tickets between January – December 2024 of which 11 required language translation services and from January – June 2025, 8 individuals with LEP were provided language translation services.  An analysis of those 19 service calls and incidents from January 2024 to June 2025 found the language assistance services provided were to assist persons with LEP access the services provided by other state agencies and were not requests for any DoIT Program, Service, or Activity provided by the Agency.
 

Factor 2
 

Language Encounters Data Collection and Analysis assesses the frequency with which limited English proficient (LEP) individuals encounter DoIT's Programs, Services, or Activities.

The Illinois Language Equity and Access Act requires DoIT to conduct an individualized assessment as part of its Language Access Plan that considers the frequency with which persons with LEP encounter the Programs, Services, and Activities provided by the Agency. This analysis supports the Agency’s ability to identify language access needs and ensure meaningful access.

To ensure that all DoIT encounters with individuals with LEP across programs and services are collected in a comprehensive and ongoing manner, DoIT will:

• Collect data on encounters with individuals with LEP that take place in person, by telephone, via email, and through online platforms.
• Track the languages encounters and types of language assistance services requested and/or provided during those encounters; and
• Conduct regular assessments and identify high-volume languages and the most frequently requested or needed language assistance services to ensure meaningful access that is accurate, timely, and effective at no cost to persons with LEP.

DoIT tracks and collects data on encounters with individuals with LEP that take place by telephone, via email, and through online platforms and the languages spoken by individuals other than English who come into contact with the Agency.  An internal tracking report will be maintained identifying the language encounters, and types of language assistance services requested and/or provided during those encounters.
 

Factor 3
 

Services Provided to General Public and/or Prospective Limited English Proficient Users, assesses the nature and importance of the Programs, Services, or Activities provided by DoIT.

The Illinois Language Equity and Access Act requires DoIT to implement an individualized assessment as part of their Language Access Plan that includes the nature and importance of the Programs, Services, or Activities provided by the Agency. To ensure meaningful access to critical and urgent information and services, DoIT will prioritize language assistance for vital and urgent information and activities. DoIT will review all services and information and will prioritize language assistance for Programs, Services, or Activities or information that, if not understood by individuals using languages other than English, could have immediate and/or severe impacts.

DoIT is a Tier III agency whose primary responsibilities do not involve providing direct or indirect Programs, Services, Activities, or information to the public. Telephone calls are one of the most common methods by which employees of state agencies contact DoIT.  Persons with LEP may contact DoIT’s Service Desk for assistance. DoIT Service Desk staff are trained and instructed to provide interpretive services⁷ to individuals with LEP 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. DoIT will prioritize service requests for individuals using languages other than English.
 

Factor 4
 

Budget and Available Resources assesses the resources available to DoIT currently, as well as the cost associated with providing the language assistance.

The Illinois Language Equity and Access Act requires DoIT to review the resources available to the Agency and the costs. DoIT guides technology solution delivery and support for the agencies in the executive branch of state government.  Resources managed by DoIT and provided to state agencies include language interpreter services through a Joint Purchase Master Contract, and audio and video conferencing, and the Illinois Document Translation Portal. These DoIT managed and budgeted resources will deliver timely Language Assistance Services upon request to persons with LEP.
 

Section 4.2 Develop written policies and procedures
 

If applicable, when a specific DoIT Program, Service, and Activity is identified as warranting Language Assistance Services, 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:

1. provision of language services generally;
2. identification and assessment of language needs;
3. oral Language Assistance Services;
4. written Translations;
5. oral and written notification of the availability of language services;
6. staff training on language service provision; and
7. monitoring access to language assistance.

DoIT’s Language Access Coordinator will monitor the frequency of language access services to address any significant increases in requests by individuals with LEP.   Any substantial increase will initiate a review to determine if additional resources and/or budget is necessary to support the increased number of service requests. 
 

Staffing and Coordination Section 5
 

Section 5.1 Language Access Coordinator Role
 

The Illinois Language Equity and Access Act outlines the requirements for each State agency to designate a Language Access Coordinator who is responsible for overseeing the development and implementation of the agency’s language access plan. The Language Access Coordinator will support ongoing compliance by partnering with ONA to ensure coordinated implementation and compliance with language access requirements. 
 

Section 5.2 Language Access Coordinator 
 

To ensure adequate staffing to support the development, management, and oversight of the language access activities, and consistent with the Language Equity and Access Act’s directive to ensure adequate staff of bilingual employees, DoIT will establish an internal role to implement its Language Access Plan. This role includes a Language Access Coordinator to support implementation and coordination of language assistance services, in alignment with national language access best practices.

Department of Innovation & Technology

Vickie Simpson, EEO/AA Officer and Language Access Coordinator

120 W. Jefferson Street

Springfield, IL 62702

Email: DoIT.LanguageAccess@Illinois.gov

The Illinois Language Equity and Access Act directs State agencies to incorporate language equity compliance provisions into their contracts with vendors, grantees, and purchase of care entities, ensuring that these funded entities provide language assistance services to individuals with LEP.
 

Language Assistance Services Section 6
 

Section 6.1 Determining Language Needs
 

To fulfill DoIT's commitment to social responsiveness, DoIT staff understands the language needs of those accessing any Program, Service, and Activity within DoIT’s jurisdiction as being critical to its mission.  An assessment can assist an agency determine if it communicates effectively with persons with LEP and appropriately manage its language access program planning.  
 

Section 6.2 Providing Language Access
 

DoIT is committed to taking reasonable steps to ensure meaningful communication and access to information for DoIT’s users with LEP. The Language Assistance Services section outlines the types of language assistance DoIT currently provides, as well as the services DoIT plans to provide to support meaningful communication and participation for individuals with LEP and who are limited English proficient. The language assistance services outlined in the Language Access Plan include oral interpretation services, virtual interpretation services, print and online translation services, and the development of other multilingual media content.

The Illinois Language Equity and Access Act requires State Agencies ensure that the general public and individuals with LEP are informed of the availability of free interpretation and translation services and how to request them. To meet this requirement, DoIT will provide multilingual public notices in various formats—both digital and physical—to promote broad public awareness.  All notices will clearly explain how individuals can request interpretation or translation services and will be made available in the most frequently spoken languages identified through demographic analysis and the State’s Language Needs Assessment Report.

Each DoIT Program, Service, and Activity identified as warranting language measures will arrange for timely oral language assistance to individuals with LEP 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 individuals with LEP seeking DoIT’s services.  Requests for interpretation services shall be made via email to DoIT.LanguageAccess@Illinois.gov.

Further information on DoIT Language Access Services is available on the DoIT public-facing website at Illinois DoIT Language Access Plan.
 

Section 6.3 Language Assistance Services Plan

1. Language Need Identification
   
   The Language Access Plan requires State Agencies to develop clear policy and programmatic actions to ensure meaningful access. It is national language access best practice for State Agencies to utilize language-need identification materials, such as printed multilingual I-Speak resource cards, to assist with the identification of the languages requested by individuals with LEP. These tools support meaningful access by enabling individuals with LEP to indicate their language needs, consistent with State Agencies’ obligations to ensure accurate, timely, and effective communication.
   
   DoIT I-Speak Cards and I-Speak Posters provide information on the availability on interpretation services on the top six languages spoken in Illinois.  Anyone seeking services in one of the six languages identified is directed to point to their language of preference on an I-Speak card.  Once identified, the DoIT employee will proceed with connecting a customer with a 3rd party interpreter service vendor who can assist them in their preferred language.
   
   Effective communication with individuals with LEP 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.
   
   When applicable, any DoIT Program, Service, and Activity warranting language-need identification materials has identified internal and external sources to provide meaningful access to individuals with LEP.
   
   
2. Hiring/Contracting Qualified Interpreters for In-Person Communication
   
   The Illinois Language Equity and Access Act requires DoIT to ensure individuals with LEP have access to competent, timely, and effective interpretation services when interacting with agency staff, programs, and services. State Agencies are required to provide meaningful access. Using trained and qualified interpreters, in alignment with standards developed by ONA, supports Agency compliance and ensures meaningful access.
   
   To fulfill DoIT's commitment to social responsiveness, DoIT staff understand the language needs of those accessing any Program, Service, and Activity within DoIT’s jurisdiction as being critical to its mission and will provide trained and qualified interpreters upon request.
   
   
3. Hiring/Contracting Qualified Interpreters for Virtual Communication (Over-the-Phone or Video)
   
   The Illinois Language Equity and Access Act requires DoIT to ensure individuals with LEP have access to competent, timely, and effective interpretation services when interacting with agency staff, programs, and services.
   
   A state master contract will be utilized in procuring interpretation services for state agencies, including DoIT. Telephone calls are one of the most common methods by which employees of state agencies, including individuals with LEP, contact DoIT.  DoIT’s Service Desk (217-524-3648 and 312-814-3628) averages 13,000 calls per month from state employees. Service Desk staff are trained and instructed to provide interpretive services⁸ to persons with LEP 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.
   
   
4. Employing/Utilizing Bilingual or Multilingual Staff
   
   The Illinois Language Equity and Access Act require the Governor’s Office of New Americans, with the support of the Department of Human Services, and any other relevant agencies to set standards for adequate staffing of bilingual employees at State Agencies, including a methodology for monitoring implementation and updating the State Services Assurance Act and the Bilingual Employment Plan, based on the Language needs Assessment.  While the Language Equity and Access Act specifically uses the term "bilingual staff", national language access best practices recognize and value the role of multilingual staff, highlighting the broad linguistic competencies of individuals who possess proficiency in more than two languages or multiple linguistic repertoires.
   
   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. State master contracts for procuring interpretation services for state agencies, including DoIT will be utilized.
   
   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 persons with LEP.  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, the identified Program should include language assistance resources as items in their future budget requests. The 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.
   
   
5. Translation of Vital Documents and Online Content
   
   The Illinois Language Equity and Access Act requires DoIT to ensure that vital documents are translated accurately, completely, and in a timely manner by qualified translators. Translation of vital documents will be in accordance with the Language Equity & Access Act and guidance issued by ONA. Translation priorities will be guided by the most recent Language Needs Assessment Report and the demographic data of the agency’s service population.
   
   DoIT shall identify and translate DoIT Vital Documents⁹ to provide Meaningful Access to persons with LEP.  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.  For written document translation, DoIT utilizes the Enterprise Translation Hub (ETH), a web-based application which utilizes Advanced Goggle Translation Services. The system is capable of translating documents in batches up to five documents [pdf, docx, xlsx, pptx] (max. 25MB per document) per translation session into over 200 languages (specific destination languages chosen by user during time of translation request). DoIT users can be authorized to access and use this system by completing an access request form and submitting it to Web Services via the DoIT Language Access Coordinator.
   
   Vital Documents
   
   Identifying Language Access Vital Documents using the Department of Justice LEP.gov recommendations https://www.lep.gov/commonly-asked-questions:
   
   • A document will be considered vital if it contains information that is critical for obtaining federal services and/or benefits or is required by law.
   • Vital documents must be translated when a significant number or percentage of the population eligible to be served, or likely to be directly affected by the program/activity, needs services or information in a language other than English to communicate effectively. For many larger documents, translation of vital information contained within the document will suffice and the documents need not be translated in their entirety.
   • Generally, entire websites need not be translated, as only the vital information within the website might need translation.
   • Agencies should proactively translate vital written documents into the frequently encountered languages of LEP groups eligible to be served or likely to be affected by the benefit Program or Service.
     
     
     
   Website/Web-based Application Translation
   
   DoIT’s external website (https://doit.illinois.gov) page content can be translated to Arabic, Chinese, English, Hindi, Polish, Spanish, Tagalog.  Up to two additional language options can be requested by site owners at any time, without any additional cost. The same technology is available to DoIT web applications upon request to the DoIT Web Services team via a Service Now Request.  DoIT Web Services can also provide this software widget for Machine Translation services for its internal (employee only) website content with an appropriate ServiceNow Request.
   
   
6. Development and Distribution of Multilingual Content in Other Formats (Public Service Announcements, Radio Messaging, Social Media Information)
   
   The Illinois Language Equity and Access Act requires DoIT to take steps to ensure that digital content is accessible to individuals with LEP.  All translations of public-facing digital content will be completed in a manner that ensures accuracy, completeness, and timeliness, consistent with the Act’s requirement for competent translation services. The selection of languages for translation will be guided by current demographic data, the State’s Language Needs Assessment, and thresholds outlined in the Language Equity and Access Act.
   
   When public-facing digital content is used, DoIT will use software technology that seeks to meet Federal and State legislative requirements, to ensure compliance with the Act’s requirement for competent translation services.
    

Language Access Training Section 7
 

The Illinois Language Equity and Access Act requires that DoIT develop and implement an ongoing employee development and training strategy to maintain well-trained bilingual employees and general staff.  This ensures the DoIT is equipped to deliver effective language assistance services. 
 

Section 7.1    Language Access Training Plan
 

DoIT is committed to providing ongoing employment development and training on language access to maintain well-trained bilingual employees, general staff, and all staff who interact with or may interact with individuals with LEP receive ongoing professional development and training on language access policies, procedures, and responsibilities. This section outlines the type of language access training to provide all DoIT personnel, as well as specific training responsibilities for bilingual or multilingual employees, frontline staff, and other personnel who may interact with individuals with LEP.  This section also identifies the timing, frequency, and delivery methods for how training shall be implemented across the agency and its divisions.

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 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.   

Concern Resolution Process Section 8
 

Section 8.1    Complaint Procedure
 

Federal and State laws and regulations require the State of Illinois to comply with all nondiscrimination laws, including (but not limited to) the federal Civil Rights Act of 1964, the Americans with Disabilities Act, the Civil Rights Act of 2003, the Illinois Human Rights Act, and the Language Equity and Access Act. This includes ensuring that all individuals have meaningful access to State of Illinois Programs, Services, and Activities. 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 are found at Illinois DoIT Language Access Plan may be submitted by email to DoIT.LanguageAccess@Illinois.gov or mailed to the following address:

Department of Innovation & Technology

Vickie Simpson, EEO/AA Officer and Language Access Coordinator

120 W. Jefferson Street

Springfield, IL 62702

Email:   DoIT.LanguageAccess@Illinois.gov  

The written complaint must be filed within 6 months of the alleged violation. DoIT will promptly investigate complaints and address each concern submitted by individuals with LEP and others in a timely manner.

Complaints that are not satisfied in a timely or satisfactory manner may contact the Governor’s Office of New Americans at GOV.NewAmericans@illinois.gov for further review per Section 30(c) of the Act.

Monitoring, Evaluation, and Reporting Section 9
 

Section 9.1    Monitoring, Evaluating, and Updating this Plan
 

In accordance with the Illinois Language Equity and Access Act, DoIT will coordinate with the Governor’s Office of New Americans to review and monitor the implementation of its Language Access Plan and ensure ongoing compliance with the Act.

DoIT will conduct an individualized assessment of language assistance needs and patterns of language use on an ongoing basis and incorporate updated data and performance metrics into each new iteration of the Language Access Plan, as required under Section 25(d)(3). The agency will use this information to evaluate the effectiveness of current policies and practices and to inform continuous improvement of language access services.

The plan will include the ongoing review of statewide and agency-specific data on limited English proficient (LEP) populations, including demographic shifts and the identification of new or emerging language needs, as outlined in the State’s Language Needs Assessment Report. The monitoring and evaluation plan will review expenditures related to language assistance services and assess whether projected changes in costs require budget adjustments or modifications to service delivery methods. The LAP Coordinator will coordinate efforts to develop standardized data collection and will lead efforts to analyze LEP data and develop and implement action items identified by these efforts.

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:
 

• review monthly telephonic interpretation reports on how often Language Assistance Services are used.
• observe and evaluate Agency interactions with individuals with LEP.
• maintain a record of available services for individuals with LEP and the frequency of their use.
• maintain a record of funds and staff time spent on Language Assistance Services.

To the extent applicable, each DoIT Program, Service, and Activity identified in Section 9 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 individual with LEP.  This will include DoIT team members recording persons with Limited English Proficiency primary language in an internal case management system and on any physical files for future reference and awareness of other staff.  The Language Access Coordinator will maintain this internal tracking system.
 

Section 9.2    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, EEO/AA Officer and Language Access Plan Coordinator

Email:  DoIT.LanguageAccess@Illinois.gov
 

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.
 

Section 9.3    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 individuals with LEP. 
 

Appendices Section 10
 

Appendix A: Telephonic Interpretation
 

Purpose:  To be used when receiving a call from a non-English speaking customer.

• Dial the Interpreter: 1-866-3280
• 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
    Chinese	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 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 langauge request:
    
    1-866-828-3280
    
    Service provided by Propio Language Services (913-381-3143)
     

Appendix B: Vital Documents
 

• Language Access Complaint Form (Arabic, Chinese, English, Hindi, Polish, Spanish, Tagalog)

Appendix C: Citations
 

1. https://dhr.illinois.gov/about-us/directors-office/agency-overview-and-history.html
2. See Language Equity and Access Act, Public Act 103-0723, 103rd Gen. Assem. (Ill. 2024), https://www.ilga.gov/legislation/publicacts/fulltext.asp?Name=103-0723.
3. See Language Equity and Access Act, Pub. Act 103-0723.
4. See Public Law 111-274. 124 Stat. 2861 https://www.gpo.gov/fdsys/pkg/PLAW-111publ274/pdf/PLAW-111publ274.pdf. 
5. See Guidance to Federal Financial Assistance Recipients Regarding Title VI Prohibition Against National Origin Discrimination Affecting Limited English Proficient Persons (67 FR 41455) (2002).  https://www.federalregister.gov/documents/2002/06/18/02-15207/guidance-to-federal-financial-assistance-recipients-regarding-title-vi-prohibition-against-national
6. See Rob Paral, “Language Needs Assessment Report,_ Office of New Americans, Office of the Governor of Illinois, Great Cities Institute at the University of Illinois Chicago (2025), https://arcg.is/1Py4n0.
7. Appendix A – DoIT Interpretation Services
8. Appendix A – DoIT Interpretation Services
9. Appendix B – Vital Document List