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During Hurricane Irma's press briefing, Manatee County made a serious error by relying on an unqualified interpreter to convey critical information. Instead of providing essential updates, the person signed unrelated words like "pizza" and "bear," causing confusion and frustration within the Deaf community. While some showed understanding toward his intentions, this incident underscores the importance of qualified, certified interpreters in ensuring equitable access to vital information. This example highlights how effective language services are essential in moments of crisis, where accurate communication can directly impact safety and well-being, especially when it comes to crucial procedures like emergency preparedness, or health. Providing American Sign Language (ASL) interpreting services in government settings is not only a legal obligation but also a vital public service responsibility. Offering ASL interpreter services ensures that the Deaf and hard-of-hearing community has equal access to public services, promoting inclusion, transparency, and effective communication. Table of Contents

- The Accessibility Gap in Government Services
- Understanding the Deaf Community and ASL
- Legal Requirements for Government Agencies
- The Benefits of Providing ASL Interpreter Services
- When to Use ASL Interpreter Services
- Implementing ASL Interpreter Services
- Common Misconceptions About ASL Interpreter Services
- Conclusion: Taking Action to Improve Accessibility Despite existing legal protections, many ASL users still face communication barriers in government settings. Even with the Americans with Disabilities Act (ADA) in place, many agencies struggle to meet the needs of deaf individuals effectively, leading to an accessibility gap that can limit deaf residents’ ability to engage with important civic activities like public meetings, legal proceedings, and government services. Unlike threshold languages, which are based on population size, American Sign Language (ASL) access is a civil right and should be ready at a moment's call to all Deaf individuals, regardless of the population size. ASL interpreter services are essential in bridging this gap, ensuring that communication is fully accessible and equitable for all members of the Deaf community. Accessibility in government isn’t just about legal compliance; it’s about public responsibility. Government services must be available to all citizens, regardless of their hearing ability. By offering ASL interpreting services, government agencies can take the necessary steps to fulfill this responsibility. American Sign Language (ASL) is a fully developed, distinct language used by over 500,000 people in the United States. ASL has its own grammar, syntax, and structure, making it a complex language in its own right—one that is fundamentally different from English. Written English and lip-reading often do not provide adequate access for many Deaf individuals, which is why ASL interpreter services are crucial for ensuring that individuals can fully understand and participate in government processes. It’s also important to recognize that ASL is not a one-size-fits-all language. As a relatively newer language, there are variations such as Pidgin Signed English (PSE), Signed Exact English (SEE), and different use cases like tactile interpreting for those who are both deaf and blind/low vision, or even home signs used by tightly-knit families or communities. For agencies, this means understanding that language access needs can vary widely within the Deaf community, and the provision of ASL services should reflect this diversity. Without qualified interpreters who can navigate these variations, government communications risk excluding a significant portion of the population, leading to inequities in services and programs. The Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act mandate that public entities provide “effective communication” for individuals with disabilities, including those who are deaf or hard-of-hearing. These laws require that government agencies not only provide access to services but also ensure that their communications are accessible. "Effective communication goes beyond written text, captions, or relying on family, friends, or unqualified interpreters. It requires trained, vetted professionals who ensure true understanding. For many in the Deaf community, ASL interpreting services are necessary to ensure complete understanding. Failure to meet these requirements can result in negative outcomes for the individual, legal consequences, including complaints, lawsuits, or damage to an agency’s reputation. More importantly, it undermines the trust of the community and the agency’s credibility. Providing ASL interpreter services supports government agencies by making public services truly accessible to all. It promotes inclusion and advances equity for historically marginalized communities. For individuals who are deaf, having access to interpreters at public meetings, hearings, and services means they can fully participate in civic life, leading to more engaged and informed communities. But beyond civic engagement, ASL access is often critical in high-stakes or even life-or-death scenarios. Whether it’s a natural disaster, an environmental hazard, or a public health emergency, deaf individuals must receive timely and accurate information to stay safe and make informed decisions. Ensuring qualified ASL interpreters are available in these moments isn’t just a best practice—it’s a matter of public safety and civil rights. There are many scenarios where ASL interpreter services should be integrated into government settings. Public meetings, town halls, and community hearings are prime examples. These events often involve important discussions that impact local residents, and ensuring that deaf individuals can fully participate is crucial for fostering an inclusive environment. Additionally, ASL interpreters are essential for government services such as the DMV, housing offices, and benefits agencies, where in-person interactions occur. Emergency situations, such as disaster briefings or public health updates, also require immediate access to ASL interpreter services. Providing timely, accurate information during a crisis can be a matter of safety for Deaf individuals. To successfully implement ASL interpreter services, government agencies should start by assessing the demand for these services. Understanding when and where deaf individuals are most likely to require an interpreter will help agencies allocate resources effectively. It’s also crucial to partner with certified, professional ASL interpreter services to ensure that the interpreters are qualified and experienced. Training staff on how to work with interpreters is another important step. Ensuring that public employees know how to coordinate with interpreters and communicate respectfully with individuals who are deaf or hard-of-hearing can make the experience smoother and more effective for everyone involved. This includes understanding what a relay call might sound like when a deaf individual contacts an agency with an interpreter on the line—so they’re not mistakenly hung up on. Simple awareness like this can make a meaningful difference in access and dignity. Additionally, agencies should actively promote the availability of ASL interpreter services to the public. Many individuals who are deaf or hard-of-hearing may not know that these services are available, so clear communication about how to request an interpreter can increase access to services. Video Remote Interpreting (VRI) is also an option for remote communication and should be considered when appropriate, especially for virtual meetings and smaller gatherings. One common misconception is that writing things down or using family members to interpret is sufficient for communication. However, ASL interpreting services go beyond simple translation and require skilled professionals to accurately convey both the meaning and context of the message. Using family members or bilingual staff who are not trained interpreters can result in misunderstandings or legal risks, as their interpretations may not be accurate. Another misconception is that there is no demand for ASL interpreter services. Many Deaf individuals may not ask for services because they assume that these accommodations aren’t available. Agencies should proactively offer ASL interpreting services rather than waiting for requests, ensuring that all members of the community know they have equal access to government services. You may also like...
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Case Study: Bridging the Digital Divide with Embedded Sign Language Videos Providing ASL interpreting services in government settings is essential for fostering an inclusive, transparent, and equitable environment. By implementing these services, government agencies can not only meet their legal obligations but also demonstrate a commitment to accessibility and public service. The benefits of offering ASL interpreter services are far-reaching, improving equity, public trust, compliance, and community engagement. Government agencies have a responsibility to ensure that all citizens—regardless of their hearing ability—can access public services. ASL interpreting services play a crucial role in making this happen. By taking steps today to integrate these services into government communications, agencies can create a more inclusive and equitable future for all residents. Ready to improve accessibility in your agency? Partner with certified ASL interpreter services to create an inclusive, welcoming environment for all members of your community.

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.

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. 

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.