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Language access plays a key role in healthcare equity — research shows that individuals with limited English proficiency (LEP) are more likely to go without necessary medical care and face higher readmission rates than patients who speak English.  By providing language access measures that reduce the risk of miscommunication between LEP patients and their care team, healthcare providers can ensure equitable healthcare access for patients who don’t speak English. One simple way to do this is to work with a Spanish medical interpreter to aid your Spanish-speaking patients. After English, Spanish is the most widely spoken language in the United States, with more than 40 million speakers nationwide. Among the population of individuals with LEP, about 63% are Spanish speakers — that means having a Spanish medical interpreter on your team is a critical first step toward improving healthcare equity and supporting LEP patients. Table of Contents
- The Impact of Language Barriers on Healthcare
- The Growing Need for Spanish Medical Interpreters
- The Role of a Spanish Medical Interpreter in Healthcare
- How Spanish Medical Interpreters Improve Patient Outcomes
- Legal and Ethical Considerations
- Frequently Asked Questions
- Conclusion Patients need to be able to communicate seamlessly with doctors, nurses, and other members of their care team — when LEP patients don’t have access to an interpreter, things can go terribly awry.

One often-cited example of the importance of qualified medical interpreters is the Willie Ramirez case. In 1980, Willie Ramirez, an 18-year-old Spanish speaker went to the hospital for pain in his head. Friends and family stepped in to provide impromptu interpretation for Willie and his doctors, but doctors were unable to diagnose him properly due to miscommunication. In the end, Willie lost his arms and legs as a result of the delay in diagnosis and care — had a qualified medical interpreter been present, it’s likely that a diagnosis could have been made much faster.

Willie’s case might seem extreme, but the truth is that LEP patients face a wide range of barriers to healthcare that exert an emotional toll on them as well. Struggling to understand one’s care team can be a frustrating experience at best and a dangerous one at worst. Spanish is by far the most widely spoken language in the United States after English — with around 42 million speakers, Spanish is spoken by about 12 times as many people as the third most widely spoken language, Chinese. Almost 40% of those Spanish speakers are considered to have LEP, meaning that they speak little to no English.

And that population is growing: in the last 25 years, the Spanish-speaking population in the United States has risen drastically, from just under 30 million in 2000. According to Forbes, one in three people living in the United States is projected to speak Spanish by 2050.

With more and more Spanish speakers living in the United States, Spanish medical interpreters will play an even more important role in reducing gaps in healthcare equity and improving healthcare outcomes for Spanish speakers with LEP. Spanish medical interpreters enable seamless communication between patients and their caretakers, by translating speech in real-time between Spanish and English. As a patient explains their circumstances in Spanish, they relay that information to the care team in English; then, as the doctor or nurse speaks in English, the interpreter relays that information to the patient in Spanish.

Interpreter services for healthcare come in a few different forms:

No matter what kind of interpreter service you choose, an interpreter will help your patients express themselves freely in their native language. Whether you’re providing care to somebody in the emergency room or offering mental health services, a Spanish language interpreter will allow you to rest assured that your Spanish-speaking patients with LEP understand what you’re saying to them. Interpreter services for healthcare ensure that LEP patients have access to the same crucial information about their care that English-speaking patients do. In turn, this improves the patient’s sense of trust in their healthcare provider.

Studies show that language gaps and miscommunication lead to higher readmission rates among patients with LEP. By working with a qualified medical interpreter, your organization can build trust with LEP patients and reduce their likelihood of needing to be readmitted to the hospital. Language and Trust: How Communication Shapes Health Outcomes 10 Common Misconceptions about Interpreting How to Provide Language Access for Indigenous Languages Besides enabling patients to receive adequate care, interpreter services for healthcare are also required under Title VI of the Civil Rights Act and Section 1557 of the Affordable Care Act. These laws ensure that patients with LEP have a right to access interpreting services when seeking medical care from institutions that receive federal funding.

There are several other legal and ethical considerations to make. The interpreters themselves must comply with HIPAA regulations, ensuring patient confidentiality and privacy during all interpreted interactions. Additionally, a qualified medical interpreter must remain neutral and accurate, conveying information faithfully without adding their personal opinion or omitting any details. Here are some answers to common questions about Spanish medical interpreters. A Spanish medical interpreter is a professional who is proficient in Spanish and another language (in this case, primarily English). Medical interpreters are trained on specialized medical terminology that allows them to act as a sort of linguistic intermediary between healthcare providers and patients with LEP, ensuring seamless and confidential communication in a healthcare setting. A Spanish medical interpreter is needed whenever a Spanish-speaking patient has trouble understanding or communicating in English during routine appointments, emergency care, mental health sessions, and follow-up appointments. Healthcare facilities work with language service providers to offer a wide range of Spanish medical interpreter services, including over-the-phone interpreting, video remote interpreting, and on-site interpreting. They may also hire their own multilingual staff and interpreters. No. A medical interpreter works in real-time, enabling spoken communication between two parties that do not speak the same language. They often use consecutive interpreting methods, listening and translating speech in segments. Medical translators, on the other hand, translate written text from one language to another, such as member communications, member letters, evidence of coverage, brochures, medical marketing materials, and more. Although qualified medical interpreters may be trained in healthcare terminology, they may not necessarily be qualified to act as Spanish medical translators. The two roles require distinct skill sets. As such, it’s best to seek out a certified Spanish medical translator for any written documents you may need translated. Yes. Healthcare facilities that receive federal funding are required under Title VI of the Civil Rights act to provide language assistance, including a Spanish language interpreter, to patients with LEP. Although the actual conversation matter must remain confidential, the Association of American Medical Colleges advises healthcare providers to document the use of a qualified medical interpreter. The medical office should keep record of the following details:

- Date, time, and duration of the interpreter services
- Name or identification number of the interpreter
- The type of interpreter service used (over-the-phone, video remote, or onsite)
- Confirmation that the patient understood the medical information discussed
- Patient refusal of interpreter services (if applicable) Patients can request an interpreter at check-in, during appointments, or in emergencies. Most hospitals and healthcare providers have their own interpretation department to ensure the availability of interpretation services. This is not recommended. Some patients may rely on bilingual family members as informal or impromptu interpreters, but professional medical interpreters are a much safer option. Because professional interpreters are familiar with complex medical terminology, they’re better suited to help LEP patients than bilingual individuals who are untrained in interpreting or medical terminology. Spanish medical interpreters can save lives — by improving communication between Spanish-speaking patients and their doctors, interpreters empower patients to better understand and express their medical condition. By giving patients access to a qualified medical interpreter, healthcare facilities can do their part to improve equity in healthcare. Healthcare facilities looking to improve their language assistance services should invest in Spanish medical interpreters — get a free quote today, or contact us at info@avantpage.com or (530) 750-2040 to learn more.

When you’re looking for a language service provider to translate content for your business, you want your translators to be familiar with the ins and outs of your industry. If you work in healthcare or life sciences, that means finding a language service provider that specializes in medical translations.
 
Medical translation encompasses a wide range of content relating to healthcare, such as training materials for medical devices, health insurance claims, clinical trials, and patient care instructions, just to name a few. Due to the sensitive nature of medical documents, most countries have strict regulations on the way these documents are handled during the translation process, so it’s critical that you work with specialized language service providers who are compliant with said regulations.
 
Medical translations tend to follow a more rigorous process than general translations — i.e., less specialized, non-sensitive texts like administrative documents, letters, and webpage content. Because medical documents often need to be delivered within a short timeframe, translators have to work with extremely short turnaround times, sometimes in as little as 4 hours. At the same time, medical translations cannot skimp on quality — these texts are often quite high-stakes and a decline in a translation’s quality can lead to a decline in the patient’s care.
 
Additionally, regulations like the Health Insurance Portability and Accountability Act (HIPAA) mandate a degree of privacy for patients, requiring language service providers to take special security measures, like masking patient health information (PHI) and storing all data on US-based servers.
 
In this blog post, we’ll take a look at the key ways in which the medical translation process differs from general translations. We’ll also explain how these differences ensure timely and high-quality care for patients with limited English proficiency (LEP). There are three main ways in which translating medical documents differs from general translation: These aren’t just a matter of access — timely, high-quality medical translations enable improved care of LEP patients. By adopting a more rigorous translation process for these documents, we can create a more equitable and inclusive healthcare system for patients with LEP. Let’s take a closer look at each of these aspects: A delay in care can have a negative impact on a patient’s health outcome — as such, the translation process must take place as quickly as possible. At Avantpage, for example, we often work with health plan providers to translate and mail member letters to patients within seven to eight hours. This fast process allows us to help our clients meet strict regulations that such letters be delivered to the patient within a 72-hour timeframe. Such timeliness is critical because it minimizes any delays in patient care. In turn, this means patients experience improved health outcomes, and also protects healthcare providers from legal troubles. For example, a 2013 report from the National Health Law Program describes a medical malpractice suit in which a seven-year-old boy was misdiagnosed with strep due to his LEP father not receiving language access services in a timely fashion. By the time he was correctly diagnosed with Kawasaki’s disease, the child had experienced damage to his organs; when the case was settled, the provider had to pay more than $100,000 in damages and legal fees. In this case, timely translation services would have saved the boy’s organs and would have cost significantly less than the legal fees associated with the malpractice suit. Although translators typically work on an expedited timeline for medical translations, they can’t sacrifice quality. Due to the vital nature of their content, medical translations have very little room for error — it’s absolutely crucial that they be of the highest quality possible, as even minor errors can have a significant negative impact on the quality of patient care. Medical translations must be culturally and linguistically appropriate so as to ensure that patients can easily comprehend all medical communications — as if they were originally developed in their preferred language. Medical texts often feature complex, highly specific terminology, requiring translators who specialize in and are familiar with such terminology. Errors in medical translation can have a life-or-death effect, potentially worsening a patient’s condition, so it’s important to work with translators who have a proven track record in the medical translation field. The medical translation process also involves a series of in-depth quality assurance (QA) measures, to make sure that the final product meets industry standards. Proofreaders ensure that there are no typographical errors, while QA specialists run various tests to make sure that terminology is translated accurately and clearly. The QA process is particularly rigorous for medical translations, though it’s not uncommon for general translations to undergo a similar QA process. There are various regulations in place that language service providers must comply with when producing medical translations. The most notable is HIPAA, which requires healthcare providers to protect the privacy of their patients. When contracting medical translation services, you should make sure that your provider is equipped to fully comply with these regulations. One way language service providers might do this is by masking any patient health information (PHI) before it gets to the translators. Individual translators should not be able to access any data that could compromise the patient’s privacy, meaning details like name, social security number, address, etc. should all be removed before translation. Once the final translation is complete, these details can be added back in at the very last step. Technology like Avantpage’s AvantShield enables seamless PHI masking and ensures HIPAA-compliant medical translations. Another consideration to keep in mind is your language service provider’s geographic location. In some cases, patient data must be stored on US grounds. Additionally, there may be situations that require projects to be handled only by US-based linguists and project managers. Because of all the special considerations that need to be made during the medical translation process, it’s important that healthcare providers work with language service providers who are deeply familiar with medical translation. To recap, here’s how medical translations differ from the standard translation process: At Avantpage, we work closely with healthcare providers to ensure that medical translations meet their requirements for timeliness, quality and compliance. If you’re looking for a language service provider that can help you provide LEP patients with culturally and linguistically appropriate services, contact us today at info@avantpage.com or (530) 750-2040.

If you’re looking to improve your organization’s language access measures, you may want to consider leveraging an advisory board that specializes in language access and accessibility. Advisory boards can play a helpful role in evaluating the strengths and weaknesses of your organization’s language access measures (or lack thereof) and provide actionable insights into improving services for limited English proficient individuals.

Whether you work for a federal government agency or an election office in a small town, it’s quite likely that your work impacts individuals with limited English proficiency (LEP). An advisory board that specializes in matters of language access can help you identify ways in which your organization can better serve those individuals.
 
These groups can play an invaluable role in monitoring and improving your language access efforts, as they take a look at the bigger picture to point out weak spots that you may not notice when you’re focused on the day-to-day aspects of your work. They can also provide answers to any specific questions you might have and serve as a great way to crowdsource community members and find community leaders.
 
Advisory boards come in all shapes and sizes — essentially, they consist of a group of specialists and stakeholders who meet regularly to develop solutions to problems that a community might face. These can include language service professionals like translators and interpreters, but an effective advisory board will incorporate a broad range of perspectives: recruiting community leaders, individuals with LEP, and others who are impacted by your services will ensure that you have a wide range of viewpoints to develop an innovative solution.
 
There are plenty of advisory boards that focus on language matters already — for instance, the US Election Assistance Commission’s Language Access Roundtable convenes regularly to “discuss topics and resources available to election officials as they serve language minority voters.”
 
While it’s possible to join an already existing advisory board, you should also consider taking the time to set one up specifically for your organization or industry. This way, you can tailor the advisory board to your organization’s unique needs. In this blog post, we’ll show you how you can set up your own language access advisory board to set you up for success. How Language Access Strengthens Communities Case Study: Bridging the Digital Divide in Minority Communities Learn more about our Translation Services
Starting up your own advisory board can be a daunting task. If you’re not sure where to begin, we’ve broken the process down into four simple steps that will help you get started:
There are plenty of other advisory boards that focus on language-related issues already. Take some time to gather basic information on these advisory boards — look at their members and their experience, as well as their bylaws and meeting minutes if they’re publicly available. This will give you a better idea of what kinds of people to seek out when inviting different community members and stakeholders to join your advisory board.
 
This research should give you some inspiration for structuring your board and planning all the details out. A few examples of advisory boards you can look to in your research include the Language Access Collaborative in Raleigh, North Carolina, and the Language Access Services Section of the National Center for State Courts. By getting familiar with the work that other advisory boards do, you can get a better sense of what you want yours to do for your organization.

After conducting research into and getting inspiration from other advisory boards, it’s time to narrow in on your own board. Start by determining the overarching goal of your advisory board — some common goals you might want to focus on include: Once you’ve figured out the scope of your advisory board, you can pin down the different experts and stakeholders you’ll need to serve on your board.
 
If improving language access is the focal point of your advisory board, you’ll want to focus your efforts on consulting with interpreters, translators, other language service experts, and multilingual community members who understand the needs of LEP individuals; on the other hand, if you’re focused more on diversity and equity as a whole, you’ll want to work with DEI specialists and the community members who use your services.
 

Advisory boards are most effective when they include a diverse group of voices — people who have LEP and community leaders should also play a key role in your advisory board.[3]  Make sure to target a wide range of prospective board members. You’ll want to get perspectives from the people who use your services, front of staff, buyers and requesters of services, industry leaders, and language-specific experts, just to name a few. If you already have some stakeholders in mind, go ahead and invite them to join the board directly. But don’t stop there — cast a wide net by posting open calls to sign up on social media and ask others to share as well. In your outreach efforts, be sure to be clear about your goals in setting up the advisory board and what your expectations are. If you need some inspiration for your outreach efforts, take a look at this Linkedin post from the New York City Civic Engagement Commission, promoting their Language Assistance Advisory Committee.
 
Notice that the application in the Linkedin post above is very clear about the commitment level expected of council members. In your outreach efforts, be as clear as you possibly can — outline the frequency of meetings and, if possible, when and where the board’s meetings will take place. Working with an advisory board is an excellent way to improve your organization’s language access services. And while there are many out there already, you may find that setting up your own advisory board allows you to gain more useful, custom-tailored insights into your organization’s strengths and weaknesses. Here are some simple steps to get started: If you’re looking to improve your organization’s language access plan, Avantpage can help. We offer language access consulting services that help you expand your language services and adapt to evolving needs. Reach out to us today at info@avantpage.com or (530) 750-2040 to learn more.

Reframed this as bullet points, rather than questions — I think it's a little bit clearer now, but let me know what you think
Does "members" work better than "specialists and stakeholders" here?
Added a new sentence here, per previous comments Contact us today for a brief call to explore how Avantpage can be your trusted language access partner, working together to find the best solution tailored to your needs.

It’s simple, but true: Patients need to be able to trust their healthcare providers. From routine doctor’s appointments to calling their insurance provider, it’s important that patients are confident in their provider’s ability to give them the highest quality of care possible.   After all, the healthcare system can be daunting — fostering a sense of trust allows patients to open up and feel secure in doing so. And when patients feel open and secure, they’re able to advocate for themselves better, improving the outcome of their care.  Building trust with your patients can be a challenge, though, especially for health insurance providers. This is doubly true when it comes to building trust with patients who have limited English proficiency (LEP) and other minorities that have historically been marginalized within the healthcare system.   While programs like Medicare and Medicaid aim to improve healthcare outcomes for historically marginalized members of society, inequality in the healthcare system remains—research indicates that even today, racial and ethnic minorities tend to receive lower quality care than their white counterparts. As a result, it can be challenging for members of these groups to fully trust their providers. For individuals with LEP, language gaps can make it even more difficult to build trust.   Measurements of equity in the healthcare system like the Centers for Medicare & Medicaid Services’ (CMS) Health Equity Index incentivize providers to emphasize equity in their practice—higher scores on these measures can help your patients trust you.   In this blog post, we’ll take a look at the ways in which health insurance plans can improve their communication with LEP patients and feel more trusting—because at the end of the day, that trust leads to a better patient-provider relationship, ultimately boosting the quality of care and saving lives.  Effective CMS Marketing for Multilingual Healthcare Materials Translating Member Letters for State-Managed Health Plans Listening is the foundation of trust — especially for LEP patients navigating the complexities of our healthcare system. By actively listening to LEP patients, health plan providers can gain insight into the unique challenges they face.  
 
Listening isn’t just about gathering feedback from plan members — it’s about actually doing something with that feedback. To build a sense of trust in your patients, it’s critical that you take their input and co-create relevant solutions with community leaders, advisory groups, and other experts. This approach fosters a sense of inclusion and empowers LEP members to voice their concerns openly — here’s how you can take an active approach to listening to your LEP patients. 
Surveys, focus groups, and one-on-one interviews can give you valuable information about the experiences and needs of your LEP plan members.  
 
Working with a trusted language service provider, you can develop multilingual surveys that LEP plan members can complete. Likewise, you can partner with community-based organizations (CBOs) and other cultural experts to help coordinate focus groups and interviews in languages spoken prominently among the LEP communities you’re targeting. 
 
These are just a few examples of ways to get feedback from your LEP patients — by leveraging them, health plans can identify gaps in service, improve communications, and create a more seamless and comprehensive experience that fosters long-term trust and satisfaction. 
Feedback is a crucial tool for refining your services — by acting on the feedback you receive from LEP patients in surveys and focus groups, you can show patients you’re actually listening to them, thereby building a strong sense of trust. 
 
The feedback you receive from LEP members will likely uncover gaps in communication, accessibility, and overall service delivery. By creating consistent feedback loops — i.e., regularly conducting surveys and focus groups — you can address these issues proactively. This process not only improves the user experience but also demonstrates a commitment to listening and adapting.  
 
When you consider member feedback, you may find instances where you can make tangible improvements to the patient’s experience: you might find that you can simplify forms, develop better outreach strategies in certain languages, or improve interpreter access. These changes will all add up to build a sense of trust toward your organization.  
Be sure to be transparent and open when conducting these outreach efforts. Make sure to inform members of why you’re reaching out to them and how you plan to use their feedback. This transparency is essential to building trust with LEP plan members, while also building goodwill and trust. 
 
In some instances, it may be worthwhile to share the results of surveys and focus groups with plan members — this gives them a better idea of how you plan to act on their feedback. As you adjust your practices and act on feedback, patients can rest assured that you’re making changes that are rooted in their own ideas and insights. This incentivizes further participation and creates a foundation of trust that leads to stronger, more equitable healthcare relationships.  When LEP patients trust their health insurance provider, they navigate the healthcare system with a sense of agency and security that allows them to be the best possible advocate for themselves. As a health plan provider, building trust means listening to your patients and being adaptable to their input. Here’s how you can do that:  Foster and maintain confident relationships with your LEP patients and health plan members through translation, interpreting, and other language services. Contact us today at (530) 750-2040 or at info@avantpage.com to learn more about how we can help you. 

With more than 400 languages spoken within its borders, the United States is one of the most linguistically diverse places in the world. That’s thanks, in large part, to the nation’s large immigrant communities, who bring their languages here from all across the globe.  From widely documented languages like Spanish and Mandarin to less commonly spoken Native American languages and sign languages, the United States is undoubtedly a bastion of linguistic diversity.   In spite of the nation’s robust sense of multilingualism, English remains the predominant language of most aspects of life here. The descendants of the immigrants that make our country so diverse grow less and less likely to speak the heritage languages with each successive generation born here — that means that the US-born-and-raised grandchildren of Venezuelan immigrants, for example, are much more likely to speak English as a first (and only) language than they are to speak Spanish.  Without some sort of intervention, after a family migrates from one country to another, their language typically vanishes within three generations. In part, this is a natural phenomenon — people move to the US and their children pick up the language they encounter most frequently. Still, we can do more to preserve the linguistic heritage of immigrants and their children: Supporting local families to keep their native languages through interpreting, translations, and engagement has far-reaching benefits beyond cultural heritage and ethics.  By improving language access, we can slow down — or even reverse — the pace at which immigrant languages vanish, thereby strengthening the linguistic diversity of our country. In this blog post, we’ll take a look at the ways in which improved language access and stronger linguistic retention can benefit American society.  Language and Trust: How Communication Shapes Health Outcomes The Positive Impact of Diversity and Immigrants How to Provide Language Access for Indigenous Languages Language access enables speakers of languages other than English to maintain their linguistic heritage — by offering translation and interpreting services in as many aspects of their day-to-day life as possible, we enable them and their children to engage in their native or heritage language without English impeding on it.   In turn, these languages will flourish in the United States, rather than disappearing after a few generations. Here are five key ways in which this linguistic diversity benefits everyone residing in the country.  Linguistic diversity directly contributes to economic vitality. Multilingual communities attract global talent and create opportunities for international partnerships, positioning cities as hubs of innovation and collaboration. It’s no coincidence that New York City — often heralded as the most linguistically diverse city on the planet — is the nation’s financial epicenter.  Local businesses thrive by catering to a diverse range of customers from different backgrounds, while multilingualism enables stronger connections in global trade. Furthermore, fostering language retention strengthens cultural tourism, drawing visitors eager for unique experiences tied to vibrant linguistic heritage.  Promoting language access also helps residents feel a sense of belonging in their communities. Providing multilingual resources in areas as diverse as healthcare, education, and public services reduces barriers and creates equitable opportunities for non-English speakers.   Inclusive policies that embrace linguistic diversity encourage greater civic engagement and empower residents to actively participate in shaping their neighborhoods. By supporting language preservation, we can strengthen interpersonal connections between diverse groups, and reduce social inequities.  Language access doesn’t just enable linguistic preservation — it also empowers immigrant communities to pass down their culture to the next generation. Speaking their heritage language allows the children and grandchildren of immigrants to interact with their ancestral culture — the art, film, literature, etc. These heritage speakers often create cultural hubs within their communities, organizing festivals and centers that celebrate their culture. Many of the cultural events that we enjoy most — cultural film festivals or concerts — are made possible by immigrants and their offspring.  Exposure to multiple languages improves cognitive skills such as problem solving and attention span. Students in linguistically diverse environments also gain valuable communication skills. These skills prove to be highly valuable outside of the realm of language: strong problem-solving and communication skills create lifelong learners who are well-equipped to contribute their knowledge to the good of society.  Classroom interpreters and native-language instruction support students' language retention and also ensure that they continue to use their home languages after starting school, strengthening their family ties and cultural identity. In addition, multilingual education creates inclusive classrooms that celebrate diversity and help all students develop empathy and an appreciation for different perspectives.  In an increasingly globalized world, the importance of multilingualism is hard to overstate. While English maintains a sort of global lingua franca status, people still prefer to communicate in their native language.  By supporting the use of non-English languages at every level of our society, residents of the US can be better prepared to interact and engage with people from different countries. This ultimately results in a better understanding of other cultures. On a local level, this means a better sense of harmony between immigrant communities and native-born Americans. On a global level, cities that embrace multilingualism are well-positioned as points of international commerce, diplomacy, and cultural exchange.   A multilingual society has many advantages. By supporting immigrant languages in the United States through language access measures like interpreting and translation, heritage speakers and English speakers alike can enjoy the following benefits of living in a linguistically diverse community:  If you’re looking to foster multilingualism in your community through improved language access, Avantpage is here to help. We offer a wide range of language services to help your organization connect with immigrant communities — contact us today at info@avantpage.com or (530) 750-2040. 

Since ChatGPT dropped in 2022, large language models (LLMs) have been all the rage. ChatGPT and similar tools like Claude and Gemini have been heralded as high-powered productivity tools that can streamline your workflow and make many of our day-to-day work tasks significantly easier. And while it may be true that they can make our jobs a little bit easier, that doesn’t mean they can make our jobs easy. In the field of translation, LLMs have been widely applied alongside machine translation (MT) tools to produce fluent and accurate translations from one language into the next. But organizations looking to translate their content should be careful when employing tools like ChatGPT to translate texts — though they may yield accurate literal translations, these translations may not be fully adequate for your needs as a business. In this blog post, we’ll take a look at five key areas in which AI tools like ChatGPT are still lacking when it comes to translations. From their struggle to understand context to their tendency to editorialize, these are some of the most common issues you’ll want to look out for if you plan on using any of these LLMs to translate your content. Although LLMs can produce pretty accurate literal translations, they’re still not great for situations where you need to translate culturally nuanced language like idioms and other common expressions. According to a 2024 study, AI still struggles to make sense of (and thus, translate accurately) culturally nuanced phrases and ambiguities that human linguists are better prepared to parse out. So while these tools may excel with simple texts like routine forms and paperwork, you’ll still need a human in the loop when translating more complex texts like marketing brochures and web pages. If you’ve ever tried to correct ChatGPT after it produces inaccurate output, you know just how hard it is to get LLMs to correct themselves. But making corrections and editing our work is a key part of a translator’s work — language service professionals catch errors in the moment and adjust accordingly all the time. In a 2023 study, researchers found that LLMs have trouble “self-correcting” — that is, refining future output based, either on their “inherent capabilities” or on feedback to previous responses. According to the study, LLMs struggle to “self-correct their responses without external feedback, and at times, their performance even degrades after self-correction.” That means that these tools may produce errors and then repeat those errors throughout a given text. If you’re using these tools for translation, you’ll need to make sure somebody knowledgeable about both the target and source language is carefully reviewing the output and editing it to minimize these errors. LLMs have raised a wide range of data privacy concerns, and organizations working in highly regulated industries like healthcare and law should be leery of using them for translation tasks. Different industries and locations have different standards of data privacy, so it’s important to be aware of what is and isn’t acceptable for your circumstances. For example, LLMs are generally not HIPAA-compliant — healthcare organizations using this tool to translate texts into another language must make sure to mask any patient health information (PHI) such as name, date of birth, social security number, etc. before putting it into the tool. That means healthcare organizations must be careful to either manually or through automations (AvantShield) scan the original text for any such information and remove it entirely from the text, to avoid issues with HIPAA compliance. In addition to data privacy, another common concern that experts have raised about AI is its implicit biases. All sorts of AI models have drawn criticism for their biases — take, for example, Amazon’s recruiting tool that showed a bias against women applicants in the search and hire process. Such biases may also come up in LLMs performing translation tasks. LLMs are particularly notorious for tone-shifting and editorializing in their translations. They may shift the overall tone of a text to more closely align with its own standards of tone — for example, rephrasing a common yet pejorative buzzword like “woke” as something more neutral, like “aware of social inequality.” The translation of this phrase would in turn lose the connotation understood by the original terminology, harming the overall quality of the translation. Although LLMs can produce highly accurate and fluent text in languages like English, Spanish and French, the same isn’t true for all languages. These tools are trained on massive amounts of text in various languages, primarily taken from the internet — there’s more available input for languages like English and Spanish than there is for Pashto, for example. Languages with more training data will be easier to translate between; on the other hand, LLMs will struggle to produce accurate translations in languages that don’t have a large digital presence — like indigenous languages of the Americas, for example. LLMs may be useful tools, but they’re still far from adequate replacements for human linguists. Instead, human linguists should take a smart, balanced approach to incorporating AI tools into their workflow. By correctly identifying the proper use scenarios of AI in the translation process, we can leverage AI tools in an effective way that speeds things up without sacrificing the overall quality. Here’s why:
 
LLMs struggle to understand cultural or historical context that may be relevant to certain texts, making transcreation and localization tasks nearly impossible with AI alone.
These tools aren’t great at correcting themselves, even when they receive external feedback.
Organizations working in highly regulated industries like healthcare need to be careful not to violate data privacy laws.
AI is known for holding implicit biases which may affect the quality and content of the final translation.
The overall quality of translation will vary by language — languages that do not have a significant digital presence have less training data to draw from and produce an accurate translation.
 
At Avantpage, we’re well aware of the limits of AI tools in the translation process. We have a technologically driven translation workflow, with human linguists involved for quality control. If you need translation or localization services, contact us today at info@avantpage.com or (530) 750-2040.
 

Translation and interpretation are a key part of making sure that government services and programs are accessible to everyone who lives in the United States, regardless of their linguistic background. But government agencies often work on a tight budget, and translating document after document and contracting interpreting services can be costly and time-consuming. Fortunately, translation companies understand the constraints that government agencies have to work under. In order to help government agencies reduce costs and save time, we leverage a wide range of technologies, such as machine translation, translation memory, and automated workflows, just to name a few. These tools streamline the translation process making every step quicker, from the initial phase of commissioning language services to the actual translating of documents from one language to another. In this blog post, we’ll take a look at four different kinds of translation technologies that are widely used to help government agencies reduce costs and improve efficiency of language services. If you’ve ever used apps like Google Translate or Microsoft Translator, you’re familiar with the basics of machine translation (MT). In the language services industry, businesses use more advanced MT tools that allow for a degree of customization. When you use a free tool like Google Translate, the process is fairly simple: You input text in one language, and the app generates a translation of that text in a matter of seconds. But this can yield inconsistent and, perhaps more importantly, inaccurate translations. When professional translators utilize MT tools, the process is much more complex — we factor in glossary creation and translation memory to make sure that the translation generated matches the client’s standards. The glossary creation process entails the creation of a database of key terms and phrases that are typically specific to a client’s industry or company. Oftentimes, literal translation of these words from one language to another will lead to inaccurate results; by creating a glossary to incorporate into the MT process, you ensure that these terms will be translated appropriately and consistently. Likewise, translation memory (TM) technology stores past translations so that the MT tool can re-use them when needed. This can be helpful for specific phrases, sentences or paragraphs that come up frequently in your documents — think forms, boilerplates, etc. Over time, TM can reduce the actual word count of your translation projects, in turn lowering the cost as well. Some of our clients who leverage this technology translate an average of around 60 words for every 100, thanks to previous translations that TM reuses. These technologies come together to reduce the turnaround time and cost of your translation. Glossary creation and TM make your translations more consistent, while MT makes the translation process much faster. Language service providers work with human linguists during each step of the MT process, ensuring that translations produced by MT tools are accurate. These linguists carefully review MT output so you can be assured that your translations are of high quality. Acting as centralized hubs for communication between clients and language service providers, client portals simplify workflows and offer tools that can save time and overhead costs. When it comes to language services, there are three main types of client portals: general, one-stop-shop portals, interpreting platforms and translation management system (TMS) platforms. The former are comprehensive platforms where clients can manage translation projects, submit files, track progress, and even handle payments in one place. These platforms can include cloud storage for file management, template requests for recurring projects, and data insights, which allow users to monitor project trends and performance. On the other hand, interpreting platforms focus on interpreting services — using a company’s interpreting platform gives you access to real-time language services like on-demand video remote interpreting and over-the-phone interpreting. Many interpreting platforms also highlight domain-specific expertise, regulatory compliance, and transparency regarding minimum fees or subscription requirements. Agencies that have their own internal language teams may want to work with a translation company that also has a TMS platform. Your linguists may use this portal to monitor progress on projects, perform the translations, and communicate preferred terminology. By leveraging these platforms, government agencies can enhance their efficiency and responsiveness, delivering high-quality language services while staying within budget. The general portals ease communication between you and the translation agency — after all, it’s easy to lose track of important information when all your communication is over email and phone calls. It also gives you the data needed to analyze how you’re using language services and how to be more efficient. Likewise, interpreting platforms allow you to tap into a network of interpreters that are ready to provide their services at a moment’s notice. To translate documents efficiently, translators need to receive documents in editable formats such as .txt and .doc files. When clients provide non-editable texts such as .pdfs or paper documents, the LSP must convert them into editable formats – in the past, this was a rather tedious and time-consuming task requiring manual keying. Fortunately, optical character recognition (OCR) technology has made this process a breeze, allowing for automated file processing. By eliminating the need for manual data entry, OCR technology saves you time and money. Companies use OCR technology to scan files such as .pdfs and physical documents and convert them into text that can be easily edited in a .txt or .doc file. Beyond simple conversion, automated file processing can be seamlessly integrated into translation workflows. For example, once a document has been scanned using OCR, it can be automatically categorized, tagged, and prepared for translation. Likewise, text that has been processed by OCR can be copied and pasted into MT tools to kickstart the translation process. Custom automated workflows provide the flexibility needed to handle unique client requirements. These workflows streamline repetitive tasks and allow organizations to tailor the translation process to their specific needs. Automating your workflow requires us to identify manual steps that can be optimized, such as file preparation or document formatting. A custom workflow might automate tasks like converting documents into required formats, or applying pre-approved glossaries and translation memories to speed up the translation process. By leveraging custom automated workflows, translation companies improve the consistency of translation projects commissioned by a given client. Not all language service providers are equipped to offer customized workflows — if you’re interested in these workflows, check with prospective providers to make sure it’s an option. Language service providers with internal IT teams are often better equipped to offer these tailored solutions. Such teams can design, implement, and maintain custom workflows that align perfectly with a client’s operational goals. Whether you need to translate routine paperwork into Spanish or want to expand the number of languages you can provide over-the-phone interpreting for, translation companies have a wide range of technologies that can make these services affordable without sacrificing on the quality of service. At Avantpage, we’re proud to leverage our proprietary technologies like AvantPortal, AvantMemory, and AvantShield to streamline the translation process for our government clients. If you’re in need of a technology-driven language service provider for your next project, look no further — contact us today at info@avantpage.com or (530) 750-2040.

The Centers for Medicare & Medicaid Services (CMS) administer critical programs for residents of the United States in need of free or low-cost health plans. These programs are particularly critical for individuals with limited English proficiency (LEP) — in 2021, nearly 20% of the nation’s population with LEP were enrolled in Medicaid and State Children’s Health Insurance Programs had LEP. Likewise, 23% of children enrolled in Medicaid had parents who spoke English “less than very well,” back in 2019. As important as these programs are for millions of LEP patients across the nation, their effectiveness ultimately hinges on their ability to connect with and enroll eligible residents. That’s why it’s particularly important that CMS marketing strategies utilize multilingual content — after all, it’s hard to make your message resonate with an audience if they can’t understand the very words you’re using. LEP patients often report difficulty understanding their eligibility for CMS programs. Similarly, many LEP individuals are completely unaware that these programs exist in the first place, due to the prominence of English-language marketing that is simply inaccessible. Multilingual CMS marketing strategies can help with all of this. From creative content like informational videos and brochures to more run-of-the-mill content like SMS messages and letters addressed directly to patients, it’s absolutely critical that Medicare and Medicaid providers connect with people in the language that they speak. In this blog post, we’ll take a look at the different approaches you can take when developing a multilingual CMS marketing strategy. While these approaches differ slightly, the end result is the same: CMS marketing campaigns that resonate with people no matter what language they speak. Depending on the resources and budget available to you, you can either craft the marketing content directly in your target languages or you can create content in English first, working with a trusted language service provider to translate the content into your target languages. It may be daunting to craft marketing content in a language you don’t speak — but using this approach allows you to develop marketing campaigns that are authentic and tailored specifically to your target communities. Creating content directly in the target languages requires you to work with a wide range of professionals: in-language copywriters, SEO specialists, marketers and designers, to name a few. By leveraging AI tools, you can easily generate content briefs in the target language and send them off to content specialists who will develop whatever you need — blogs, social media posts, scripts, etc. — in the languages you need them in. By eliminating the need for a translation step, you can ensure that your CMS marketing materials are culturally and linguistically appropriate, without having to wonder if something got lost in translation. That said, there are a handful of trade-offs to this method. To start, contracting marketing professionals in several different languages can get costly. Depending on the number of target languages you’re working in, you also risk fragmentation across different languages — for example, your Spanish content may end up being visually and tonally quite different from your Chinese content. When you work with a language service provider to translate English source material, the provider handles all of the hiring work on their own — if you choose to create content directly in the target language, all of the work of searching for, vetting, and hiring marketing professionals will be placed on your organization. Consider how much time and money your organization has to put toward these materials before opting to go with this approach. You’re likely to find that it’s cheaper and less labor-intensive to create English materials and translate them. If you don’t have access to content marketing professionals who work in your target languages, you can instead develop English-language marketing materials in house before commissioning translation or localization from a language service provider. If you go this route, there are two different approaches you can take: Either you can create content using your brand’s standard tone and voice, or you can use plain language, which will help streamline the translation process and make your content more easily understandable. Below, we’ll take a look at the pros and cons of these two options. This is likely to be the easiest approach for healthcare providers. Your marketing team can simply craft their content as normal, adhering to your standard branding, style, and terminology. Once the content’s been drafted, you can send it off to your language service provider and request the translation services needed. Maintaining your brand voice in the target language will likely require your language service provider to transcreate — rather than simply translate — your content. Though they are closely related processes, transcreation goes a bit deeper than translation. Transcreation attempts to mimic the tone and feel of the original documents, so transcreation specialists have to take into account several additional elements beyond the text itself, such as SEO, local culture, copywriting best practices, design, etc. In the end, this will yield a final product that closely aligns with your brand’s style, while also making sure that the content resonates with LEP individuals. However, transcreation is a more complex process than plain translation. Your language service provider will have to spend more time focusing on your brand’s voice and style, which means you should anticipate a longer turnaround time on projects and potentially higher costs to complete. The term “plain language” refers to writing that is concise and easy to understand on the first read. Standards of plain language might differ quite a bit from your brand’s standard voice and tone, but it can be worth it in the long run to sacrifice your branding a bit for plain language content. Plain language tends to be easier to translate and doesn’t usually require . That means language service providers can typically provide you with a quicker turnaround time on marketing materials that have been written in plain language. This means that it’s particularly suitable for healthcare content under strict regulatory deadlines, such as notices of action and member letters that must be translated and delivered within 72 hours. But using plain language isn’t just about lowering costs and reducing turnaround time on your translations. Health literacy rates in this country are low — 36% of adults in the US have basic or below basic health literacy rates. Plain language breaks down complex medical concepts into small chunks that readers can easily understand. By explaining things in clear, concise language, you make medical information more accessible, enabling patients to understand your message and improve their health literacy. Plain Language Guidelines: Translation Begins with the Source Multilingual marketing strategies are the key to connecting with individuals with LEP. When it comes to programs like Medicare and Medicaid, it’s important that healthcare providers make an effort to engage individuals in all languages so that they can understand their eligibility for free or low-cost healthcare services. Here are a few different approaches to developing multilingual CMS marketing content for LEP patients: No matter which approach you select, the end product will be a CMS marketing campaign that effectively reaches patients with LEP. At Avantpage, we’ll gladly assist you in developing a multilingual marketing strategy. Whether you need translation, transcreation, or web localization, we can help — contact us today at info@avantpage.com or (530) 750-2040 to get started.
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For millions of immigrants and refugees living in the United States, navigating essential federal programs poses quite a challenge. Individuals with limited English proficiency (LEP) often struggle to access critical services like Medicare — even though these agencies are required by law to offer language access services, individuals with LEP often have trouble accessing them as easily as their English-speaking counterparts. This difficulty arises in part due to the fact that the federal government’s guidelines for supporting individuals with limited English proficiency (LEP) are rather outdated — most federal agencies today utilize guidelines based on the Department of Justice’s (DOJ) LEP Guidance published in 2002. A lot has changed in the last two decades — so our approach to language access at the federal level should adapt to reflect those changes. In fact, there are a couple of key challenges with the current federal approach to language access. Firstly, federal agencies today usually follow a single set of LEP guidelines for all programs, rather than tailored language access plans for each. While this one-size-fits-all approach might have worked in 2002, it falls short as programs have diversified and gone digital. Additionally, there is little transparency about the effectiveness of these language access plans. Although agencies are required to have them, few processes exist to evaluate their efficacy or enforcement. If you work with a federal agency and are looking for ways to develop a unique and creative language access plan, this blog post will give you some insight into how you can address these challenges, particularly in the research and early phases of development. We’ll start with a look at the stakeholders who will be most impacted by changes to your LEP guidance and then explore the other areas you need to consider, from data collection to IT support. Common Components of a Language Access Plan
While language access measures are put in place to help individuals with LEP, those end users aren’t the only people who will be impacted by changes to your agency’s language access guidelines. It’s also important to consider how this will impact your frontline staff, who are often the first point of contact for LEP individuals. You’ll want to consider the ways your staff typically interact with LEP users — do they talk to them on the phone or is communication mostly through mail or online, text-based channels? Answering questions like this will help you identify weakness in your current processes and customize your plan to a specific program. Ensuring that these staff members are equipped with the necessary training and resources to effectively communicate with LEP individuals is critical for the success of any language access plan. Depending on how they interact with users, you may want to hire additional bilingual staff who can perform these tasks in a language commonly spoken among LEP individuals who seek your services.
Odds are, you’ll need a lot of support from outside sources — vendors like language service providers, as well as DEI consultants, research organizations, community representatives and community-based organizations (CBOs) should play a prominent role in the development and implementation of any language access plan. You can work with language service providers to identify the kinds of language services you need, whether it’s over-the-phone interpreting, document translation, website localization, or something else. Meanwhile, consultants and other organizations can share valuable insights into the specific needs of LEP users. For example, a CBO that works with specific immigrant populations can help you organize focus group sessions with LEP residents who seek access to your programs; DEI consultants can provide you with information about the best practices for making sure your language access plan is equitable and inclusive.
A solid language access plan starts with comprehensive data. Use existing sources like U.S. Census data and the American Community Survey (ACS) to identify LEP demographics and common languages spoken among the immigrants who are most likely to need your services. You should also supplement this with internal data on service usage, user feedback, and past interactions to uncover current language access gaps. Combining this data with the insights provided by vendors and other third parties like CBOs can provide first-hand insights from LEP individuals and staff who interact with them. Collecting both quantitative and qualitative data ensures your language access plan is targeted, effective, and responsive to the actual needs of the community.
The way we connect with one another has changed quite a bit since 2002 — social media and the internet have become critical outreach channels and as such, effective language access requires using them to reach individuals with LEP. Be sure to integrate a mix of digital and traditional methods such as online platforms, printed materials, phone services, and in-person interactions. Websites and apps should be optimized for multilingual access, with clear navigation in users’ preferred languages. Be careful not to put all your eggs in one basket though. Digitization is important, but it’s also important to use print media and other channels, as individuals with LEP (especially elderly folks) may face digital inclusion barriers that English speakers don’t. Don’t overlook community hubs like churches and local nonprofits that LEP individuals trust. Partnering with these groups can help amplify outreach and build awareness of available services. By diversifying communication channels, you enhance the likelihood that LEP users can access critical information and support seamlessly.
In the early phases of planning and developing LEP guidance, you’ll also want to consider the ongoing support you’ll need after the plan’s been implemented. Maybe you’ll need additional support from your IT specialists after localizing your website to make sure that everything functions properly (i.e., you don’t want a link on the Spanish version of your website to direct users to an English webpage or PDF). Additionally, you’ll also want to work with CBOs and community members to receive regular feedback on your language access measures to make sure that you’re able to adapt to the needs of your programs’ LEP users.
Modernizing your language access plans can be a major task — as the DOJ’s federal guidance on language access hasn’t changed much in two decades, there’s a lot to consider after two decades of change in other dimensions. Here are some key questions federal agencies should ask themselves if they plan on developing a language access plan for the modern era: If you’re looking to revamp your agency’s LEP guidance and implement a more modern approach to language access, Avantpage has you covered. We offer translation and interpreting services that are crucial to any language access plan — not to mention, we also offer in-depth language access consulting services to help you lay out a roadmap for your organization. Contact us today at info@avantpage.com or (530) 750-2040 to learn more.

Clear, effective communication between healthcare providers and their patients is essential for improving health outcomes, especially within minority communities. However, the path to understanding isn’t always straightforward. While speaking the same language as your patients — that is, providing translations, interpreting, etc. — goes a long way, it’s not the only way to ensure that you’re communicating effectively with your patients. The words we use are just one aspect of communication. Other, non-verbal aspects of communication such as cultural understanding, shared experiences, and body language play equally crucial roles in building trust and ensuring messages resonate. That’s where community health workers, also referred to as “promotores de salud” in Spanish-speaking circles, come in. These dedicated individuals serve as trusted liaisons who bridge the healthcare access gap and cultivate lasting trust within vulnerable populations.  According to MHP Salud, a non-profit organization that focuses on improving access to social services and healthcare in underserved communities, promotores de salud “use their insights and knowledge of cultural norms to provide relevant health information and education to help Hispanics work through the barriers they face when addressing complex issues such as sexual assault, navigating the health care system, and gaining access to affordable fresh and nutritious foods.” In this blog post, we’ll take a closer look at what community health workers and promotores de salud do to boost patients’ confidence in and understanding of their care. We’ll also talk about how your organization can work with them to improve your language access measures and go beyond translation and interpretation to provide patients with a truly equitable healthcare experience. As the American Public Health Association defines them, a community health worker “is a frontline public health worker who is a trusted member of and/or has an unusually close understanding of the community served.” For healthcare organizations that work closely with immigrant populations who have limited English proficiency (LEP), community health workers who are knowledgeable about or members of the relevant immigrant communities can be especially powerful liaisons between the care team and their patients. Promotores de salud are one prominent example of such community health workers — promotores de salud aim to bridge the gap between healthcare providers and their Hispanic patients with LEP. Because community health workers are already members of the community they serve, patients may be more trusting toward them, enabling more effective communication from the get-go. Community health workers help individuals with a wide range of healthcare-related tasks and provide them with valuable information about how to navigate the complexities of the American healthcare system. In many cases, community health workers play an educational role — they inform patients about what services are available to them, helping them find informational materials that have already been translated into their language, and providing them with resources to lead a healthy lifestyle. They also provide support, helping patients schedule doctor’s appointments, working together with them to fill out administrative paperwork or apply for low-cost medical insurance programs, acting as a sort of liaison between the patient and their providers. Community health workers are not language service professionals — you wouldn’t necessarily go to them to provide interpretation services for a patient with LEP. But they still play a valuable role in improving health outcomes for patients with LEP, as they speak the patient’s language and help them navigate the healthcare system in their preferred language. Unlike interpreters — whose role is primarily linguistic — community health workers can check in with the patient to make sure that they fully understand the implications of what their caretaker is telling them. Thanks to their knowledge of the patient’s cultural background, they can provide additional information in a way that is not only linguistically appropriate, but also culturally appropriate. In this sense, community health workers allow care teams to cover all of their bases when it comes to communicating with the patient — they can rest easy knowing that their patient fully understands their condition. Additionally, community health workers can enrich your multilingual outreach efforts — after all, you may have plenty of translated materials on hand, but they won’t be useful to patients unless they know how and where to access them. One critical part of community health workers’ job is to help patients find healthcare-related information that’s been translated into their language. Community health workers empower patients from underserved backgrounds to advocate for themselves in a healthcare setting. For patients with LEP, they are particularly invaluable as they ensure that language isn’t the only barrier addressed—they also make sure information is provided in a trustworthy and culturally relevant way. By building a good rapport with patients and providing culturally tailored health information, community health workers enable patients to better understand their health, access essential services, and make informed decisions about their care. If you’re looking to learn more about the role community health workers can play in your organization, Avantpage can help. We provide language access consulting services and can help you develop a language access plan that centers cultural relevance — contact us today at info@avantpage.com or (530) 750-2040 to learn more.

Although this year’s presidential election has come to a close, there are still plenty more elections on the horizon to prepare for: With local elections coming up all across the country and midterm elections in 2026, poll workers are sure to remain busy. As election offices throughout the nation plan for upcoming election cycles, it’s important to hire bilingual poll workers. Bilingual poll workers are a critical part of making sure that things run smoothly at the polls on election day, as they enable voters with limited English proficiency (LEP) to participate in the process seamlessly. Poll workers ensure that voters feel welcome when they arrive at the polls; they’re also there to answer any questions voters may have about the process. But if voters have trouble communicating with the poll workers effectively, it can cause a bit of friction in the process, making voters with LEP feel alienated and uncertain on election day. This is why it’s crucial to hire a multilingual team of poll workers who are able to communicate with voters in a wide range of different languages. “Voting is one of the most important acts to exert citizenship, and many people get nervous (including poll workers), especially if their English is limited and they are new to the American election system,” says Claudia Burdisso, a government business development manager and former bilingual poll worker. Bilingual poll workers aren’t just a nice asset to have on election day — election offices are also required by law to provide voters with aid in certain minority languages. Section 203 of the Voting Rights Act mandates that written and oral communications must be available in certain minority languages so that voters with LEP are able to fulfill their civic duty with ease. In this blog post, we’ll go over the basics of hiring bilingual poll workers to aid LEP voters, showing you how these workers can play a critical role in boosting voter turnout and ensuring things run like clockwork on your jurisdiction’s next election day. Language Access in Elections that Every Official Should Know Learn How Language Access in Elections at Yolo County Makes a Big Impact
It’s not enough to just hire a couple of bilingual poll workers and haphazardly assign them to different locations throughout your jurisdiction. Election offices must be purposeful in the way that they recruit and place multilingual team members, to ensure that their bilingual poll workers are able to adequately serve LEP voters. “Reinforcing best practices for bilingual poll workers is crucial for LEPs to have a good experience and feel integrated in the democracy of our country,” Claudia says. Here are three key considerations to make when employing and working with bilingual poll workers. The first step to effectively employing bilingual poll workers is knowing which languages are most needed in your jurisdiction. A good starting point is to consult census data or your local voter rolls to determine which language groups are particularly prevalent in your community. Prioritize recruiting poll workers who are fluent in these languages, keeping in mind basic dialectal differences. For example, don’t just set out to hire “Chinese-speaking” poll workers — look into the dialects and languages of China that are spoken most widely in your region. You may find that most Chinese Americans with LEP in your jurisdiction speak a minority language like Hmong, rather than more widely known languages like Mandarin or Cantonese. Once you’ve identified your target languages, consider partnering with a community-based organization (CBO) to help with recruitment, or search for candidates at churches, schools, and other institutions that are likely to be frequented by speakers of the languages you’ve identified. You’ll also want to have some sort of language assessment plan to ensure that the individuals you’re planning on hiring have adequate language skills. It’s also important to be strategic about where you assign bilingual poll workers. Different neighborhoods may have higher or lower concentrations of particular language speakers, so place your staff accordingly to maximize their impact. Recruiting is just the first step — once you’ve found poll workers in the right languages, proper training is essential to ensure they can assist voters effectively. Training should go beyond the basics of poll operations by placing an emphasis on language assistance. Start by clearly outlining the tasks they will perform and helping them sharpen their communication skills. Both bilingual and monolingual poll workers should understand the role of language assistance at the polls; workers who aren’t able to provide bilingual language assistance should know which workers they can direct LEP voters to. Additionally, if you’ve hired a bilingual poll worker to provide language-concordant assistance, monolingual workers should not be pulling them away from their job to act as ad hoc interpreters. It’s also important to equip poll workers with effective communication techniques tailored to the needs of LEP voters. You may want to consider providing them with a terminology glossary of key election-related terms in both English and their target language, which can be created in-house or sourced from state election agencies like the Secretary of State (SOS) office or the Election Assistance Commission (EAC). Consider offering ongoing training opportunities that allow bilingual poll workers to refine their language and customer service skills over time. This will not only boost their confidence but also improve their ability to handle election-day stress while maintaining clear communication with LEP voters. Clear instruction, strategic preparation, and ongoing support will set them up for success on election day. Evaluations and assessments are another important way to improve your office’s language assistance services — after all, it’s hard to improve something when you don’t know exactly what’s lacking. Not only can bilingual poll workers provide language assistance on the day of the election, but they can also help you evaluate written translations of voting materials. While you should always hire a professional translator or language service provider to translate your voting materials, your bilingual employees can help evaluate the final product and flag any potential errors with the vendor. You may also consider working with CBOs to investigate areas of your language access plan that could use some improvement. They may be able to help you identify weak spots in your placement of bilingual poll workers so that you can be more effective in future cycles. Likewise, they may be able to help you evaluate the effectiveness of your bilingual poll workers and get a sense of the community’s perception of your language assistance services. This community feedback can be particularly helpful, and is something that CBOs are especially well-equipped to provide you with — search for local language advisory groups that specialize in this kind of work.
If you’re looking to hire bilingual poll workers and improve your language assistance services in your jurisdiction’s next election cycle, be sure to make the following considerations: At Avantpage, we’re proud to specialize in language access for elections offices, ensuring that LEP voters are able to participate fully in American democracy. Let us help you develop a language access plan that boosts voter turnout and trust. Contact us today at info@avantpage.com or (530) 750-2040.

Health insurance providers have to work with extremely tight timelines to ensure that patients receive communications and letters about their plans in a timely fashion.  Since California’s Department of Health Care Services issued APL 21-011 in 2022, California’s Medi-Cal managed health care plans have had to issue notice of action (NOA) letters and notice of appeal resolution (NAR) letters to patients in their preferred language (or preferred alternative format such as braille or large print) within a 72-hour timeframe. When mailing these communications to patients with limited English proficiency (LEP), this means the content must be translated, printed, mailed, and received within just three days. Now, due to changes by the Centers for Medicare & Medicaid Services, this requirement is expanding out of California and will be standard across the nation. The 72-hour requirement aims to reduce delays in patient care, which can be detrimental to a patient’s overall health outcome. Still, this is a pretty tight timeframe to work within, and it may seem like the translation process would slow things down. But it doesn’t have to be that way. At Avantpage, we’ve been working with California healthcare organizations since this regulation was first introduced in 2022 to develop a finely tuned process that ensures patients with LEP or disabilities receive translated/alternatively formatted letters well within the 72-hour timeframe. In the first year alone, we managed to translate 17,000 member letters. We can handle everything from translating letters to actually printing and mailing them — all while maintaining compliance with HIPAA and the requirements outlined in new regulations surrounding APLs. In this blog post, we’ll take a look at the steps we follow for our translation to print and mail services to show you how we translate member letters and other important healthcare communications in rushed timeframes without sacrificing the quality of your communication. Our clock starts ticking as soon as you send us the content you need translated. Along with the letter you need translated, you’ll also need to give us various project specifications for the project so that we can complete it in a timely fashion — that includes things like turnaround time, target language, etc. Once we receive a document and project specifications, we get right to work. The vast majority of our translations are printed and mailed out within seven to eight hours. Once we’ve got the content and project specifications, we run the document through AvantShield, our proprietary patient health information (PHI) masking software. This preprocessing step is absolutely critical to ensuring that our translations are HIPAA compliant; during this step, we remove all PHI from the document so that this data remains safe and secure. After processing the document through AvantShield, we assign the project to a team of linguists to begin the translation process. In assigning linguists to a project, we take into account several factors—availability, linguist qualifications, location and HIPAA requirements. Once the team has been assigned to your project, we’ll begin with the translation steps. The linguist team will first translate the content into the target language, edit it to ensure accuracy and readability, and review it to make sure that there are no typographical errors. After the review step is done, we’ll make sure to put the PHI back into the document. We save this step for last in order to keep patient data secure and ensure HIPAA compliance. Our in-house quality assurance (QA) team, who runs further QA checks and gives the final stamp of approval on each translation. Our extensive QA procedures allow you to rest easy knowing that we’re delivering the most accurate and high-quality translation possible. By the eighth hour, your letter is translated and ready to go. At this stage, we’ll work closely with one of our highly vetted printers to ensure that your documents are printed and mailed in a timely fashion. We’ll send the document directly to the printer, so you don’t have to worry about handling the logistics of printing and mailing these letters yourself. Once the document is printed, the printer will package and mail the letter to the patient. By Hour 8, your letter should be in the mail carrier and ready for delivery. We allow the most time for this final period, since the delivery process is entirely manual. Because we complete the translation and quality steps so early on in the process, we have a little bit of leeway in case there are any delays in the postal system. Altogether, this process allows your patients to receive their communications in their preferred language in a timely fashion. This reduces the chance of delays in patient care, in turn, improving their health outcomes. At Avantpage, we’ve been working with health insurance providers to make sure their clients receive information about their health plans in their preferred language as quick as possible, without sacrificing on translation quality. We’ve developed a fine-tuned process to ensure that translated letters reach patients’ mailboxes in 72 hours or less—here’s how it works: Looking to learn more about how we can help you deliver letters to patients in 72 hours or less? Contact us today at info@avantpage.com or (530) 750-2040.