Maricopa County Community College District

Request for Proposal 3276-4

Sign Language Interpreting Services

Access Professional Interpreting, LLC

P.O. Box 10988

Tempe, AZ 85284

(602) 865-9800

(602) 865-9800 Fax

requests@apinterpreting.com

www.apinterpreting.com

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Offeror’s Representative

Company Name: Access Professional Interpreting, LLC Contact Name and Title: Cody Firks

Administrative Specialist

Mailing Address: P.O. Box 10988

Tempe, AZ 85284

Phone: (602) 865-9800

Fax: (602) 865-9800

E-mail: cody@apinterpreting.com Website: www.apinterpreting.com

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Vendor Profile

Access Professional Interpreting, LLC (Access) was established in 2006 and is a leader in providing flexible and professional services and therefore is a perfect fit for Maricopa County Community College District (MCCCD). Access is capable of providing comprehensive support services including on-site interpreting, video remote interpreting (VRI), captioning or transcribing, and document translation. The agency is a small business, operates as a Limited Liability Company, which was filed in Maricopa County, Arizona on February 20, 2013. API maintains certification for its business trade name and is registered with Dun and Bradstreet Credibility Corp (DUNS #046452627). Our top priority is to provide quality service, and the agency is devoted to building lasting relationships with customers and clients. Access continues to thrive as a result of our dedication to those we serve. A member of our coordinating staff is available 24 hours a day/7 days a week – guaranteeing that you will receive a timely response to any request no matter when it is received. It is understood that upon award of this work, Access would be providing accommodations for Deaf and Hard of Hearing persons associated with MCCCD, including sign language and/or oral interpreters, real time captioning services such as Computer Assisted Real Time Transcription (CART), and Video-Conferencing Remote Interpreting (VCRI) on an as-required basis. Services will be provided at any of the ten colleges, two skill centers, numerous education centers, or any other location as-needed. Access supports the provision of accommodations to ensure effective communication as required by the Americans with Disabilities Act (ADA). At the same time, Access is sensitive to the costs involved and the burden that is placed on service providers, such as MCCCD, in providing these accommodations. It is understood that the public populace has a vested interest in the success of your students as funding comes from property taxes, state aid appropriations, student tuition, and federal, state and private grants. Therefore, the administrative team has streamlined the process of providing accommodations in order to reduce cost as much as possible. The goal is to pass these cost savings on to the customer without compromising the quality of service, which has earned us the reputation of providing highly-skilled interpreters at extremely competitive rates. A unique feature that sets Access apart from other agencies is Gridcheck, our proprietary online scheduling system. This extraordinary tool has formed the foundation of our quality service and has helped support the long-lasting relationships we enjoy with our customers. The administrative team has experience with providing services for entities similar to MCCCD, thus our agency is sensitive to budget restrictions and cutbacks that such entities often face. Gridcheck plays a key role in improving efficiency and will save you both time and money. Customers who utilize this extraordinary tool see first-hand how the fully-featured online scheduling and management services provide for quick and effective scheduling and tracking of services. Your representatives can concentrate their time and energy on other matters. Less time is required to follow-up, confirm, and manage requests for interpreting services. In this regard, Access becomes an important partner supporting the efficiency of your system. The following answers are provided in response to Part 7 of the RFP, “Respondent Questionnaire.”

7.1 Describe your company’s history in successfully providing the services requested (in this RFP document) to previous clients, especially educational institutions. Access was established in the State of Arizona in 2006 and maintains an excellent record of performance in providing professional, prompt, and efficient sign language interpreting services. In addition, Access has demonstrated its capability to provide accommodations such as CART and VCRI as requested in this RFP. Interpreters have been provided by Access in the K-12 setting as well as post-secondary institutions, therefore our interpreters are familiar with settings unique to these environments, including but not limited to classroom

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lectures, labs, meetings with counselors or financial advisors, career fairs, sports and athletic-related activities, as well as other extra-curricular settings such as theatrical performances or special guest lectures.

7.2 State the number of years of service and experience of your company. Access has been providing services in the State of Arizona since 2006, or a total of eight years. Services have been provided in a variety of community settings, such as government, medical, private business and educational settings, particularly in the post-secondary arena.

7.3 Explain how your company tests and hires qualified interpreters. Interpreters provided through Access may be screened by a member of the Access administrative team; this team is comprised of several interpreter practitioners who are familiar with the qualifications of professional sign language interpreters. Interpreters are seen either in-person or via video conference to validate the interpreter’s qualifications and signing ability. Interpreters are monitored through feedback and observations. Close attention is given to interpreters in order to avoid negative impacts of repetitive motions that may cause injury. Our administrators and interpreters are expected to keep abreast of current issues and trends within the Deaf community and the sign language profession. As a team, the combined experience of individual interpreters enhances our high quality of service. Our personnel is competent with American Sign Language and English; understanding the subtle nuances that exist between the cultures of those who use each language. As part of the interpreting process, interpreters are able to use their knowledge and experience to also serve as cultural mediators. Where appropriate, interpreters can act as representatives for Deaf and Hard of Hearing individuals; helping individuals with less experience by explaining cultural inferences and bridging other cultural gaps. Cross-cultural awareness aids with clarity of the interpreted message. Access coordinating staff assesses the needs of your Deaf clientele to ensure the interpreters assigned share as much cultural background as is necessary to ensure cultural sensitivity. In certain situations, a Deaf Interpreter may also provide extra-linguistic knowledge to accommodate Deaf clients with unique linguistic and cultural needs. Interpreters provided through Access may undergo a criminal background before being utilized by our agency. This gives our customers confidence that the interpreters being utilized for their work are upstanding citizens. Each month, a report is provided by the Department of Justice to our agency. This report includes flagged items pertaining to the interpreter’s standing with the law. Flagged items may prevent the interpreter from being utilized by Access for work.

7.4 Do you perform a skills assessment in addition to national or state certification? In addition to verification of national certification and state license, an administrative representative of Access will meet with a potential interpreter face-to-face to evaluate and screen their skills and qualifications. The screening process follows a published diagnostic assessment rubric, created by Naomi Sheneman, to assess the skills and qualifications of potential interpreters. Interpreters are asked to submit a copy of their résumé, their RID membership card, state-issued license, and any other applicable credentials. The face-to-face interview, primarily conducted in sign language, is the first step in verifying each interpreter's strengths and weaknesses and assists in determining how to place them in appropriate situations. During the interview, the interpreter’s education and experience are reviewed as well as protocol and expectations of the agency. Interpreters are provided with the opportunity to communicate specific areas of desired improvement. The interview also provides an opportunity for the Access representative to view the personality and professionalism of the potential interpreter.

7.5 How do you qualify deaf individuals who perform interpreting services? In addition to standard evaluation criteria for sign language interpreters, Deaf individuals who are potential interpreters are scrutinized for qualifications in working with specific clientele, such as Deaf-Blind persons or individuals who are classified as Highly Visually Oriented (HVO), which means they have limited language

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exposure and communicate primarily through gestures, informal signs created within their household, or other visual cues as opposed to a formal sign language. Since sign languages are not universal, some Deaf individuals may use an international sign language, such as Mexican Sign Language (LSM). In such cases, a Deaf Interpreter may be assigned to assist as a team in the interpreting process. A Deaf Interpreter demonstrates specialized skills in communicating with individuals classified as HVO. If a Deaf person communicates with an international sign language and a qualified interpreter fluent in that native language is not available, a Deaf interpreter can also serve as a valuable resource by assisting in the communication process.

7.6 Describe your company’s training/continuing education program for your employees and subcontractors. Access is in compliance with all Federal, State and local Government Standards and will comply with policies and procedures set forth by MCCCD. Our coordinating staff ensures effective communication by selecting the most qualified interpreter available for an appointment. In this way, Access interpreters protect MCCCD and support your compliance with the American with Disabilities Act (ADA). It is important to recognize that each Deaf client will have unique preferences and language needs that often require a careful selection regarding the interpreter assigned. An interpreter’s qualification is determined by three main categories:

I. Certification - All interpreters provided by Access to MCCCD will meet the minimum certification requirements as outlined in the Scope of Work of this RFP. As a matter of practice, Access will utilize interpreters who hold current national certification as administered by the Registry of Interpreters for the Deaf (RID). Interpreters may also hold other certifications such as the Educational Interpreters Performance Assessment (EIPA) administered through Boys Town National Research Hospital. By holding certification, the interpreter has demonstrated competency in American Sign Language (ASL) and English as well as their ability to interpret between the two languages. RID sets a benchmark for interpreters through a tri-fold approach to the standards it maintains for membership:

1) Certification Programs – These programs strive to maintain strict adherence to nationally recognized testing industry standards of validity, reliability, equity and legal defensibility. Interpreters holding current certification administered by RID have successfully passed the certification process, which includes the administration of a separate written and performance exam. Together, these exams test the knowledge, skills, and abilities in relation to the interpreting process. By passing both exams, the interpreter demonstrates competency in ASL and English as well as their ability to interpret between the two languages and is awarded certification. A list of certifications currently recognized by RID and more information on their certification programs can be found on the RID website at the following link: http://rid.org/education/testing/index.cfm/AID/44

2) Certified Maintenance Program (CMP) - An avenue through which the continued skill development of certified interpreters is monitored and nourished. In order to maintain their certification, an interpreter must follow RID’s CMP. This program requires interpreters to complete eighty (80) contact hours of continuing education within a four-year cycle through approved programs. This continuing education helps interpreters to improve their linguistic, professional, and cultural competency skills. Continuing education opportunities are offered in a variety of settings and topics, often revolving around the post-secondary educational setting. In the event an interpreter does not complete the required continuing education units within the allotted cycle, their certification can be considered invalid, requiring them to start the process of certification from the beginning by re-testing. Information on this program can be found on the RID website at the following link: http://www.rid.org/education/maintain_certification/index.cfm

3) Ethical Practices System (EPS) and NAD-RID Code of Professional Conduct (CPC) - Two vehicles which provide guidance and enforcement of professionalism and conduct. The EPS provides an opportunity for consumers to address concerns or file complaints regarding the

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quality of interpreter services, and the CPC sets the standards to which all individuals holding RID certification are expected to adhere. By maintaining certification, interpreters pledge to follow the CPC. Certified interpreters are subject to discipline if they fail to follow the CPC; up to and including the loss of their certification. Maintaining certification requires interpreters to continue rendering the message faithfully and accurately. A certified interpreter is expected to remove themselves from any assignment if they are unable to interpret the message appropriately. RID has established a formal grievance process through which complaints can be filed. As a matter of practice, Access will not utilize the services of an interpreter who is in violation of CPC requirements.

II. Education - Access supports the minimum education requirements for interpreters holding or applying

for certification as administered by RID. As of July 1st, 2009, interpreters newly-certified by RID were required to hold the equivalency of an Associate’s Degree. As of July 1st, 2012, interpreters newly-certified by RID must hold the equivalency of a Bachelor’s Degree. Although there was no minimum education requirement for RID certification prior to July 1st, 2009, studies show that the majority of interpreters certified by RID have college degrees. In general, professional interpreters begin their careers after completing a two-year or four-year Interpreter Training Program (ITP). In general, an interpreter’s education helps to determine if they are qualified for an assignment. When an interpreter is utilized by Access, a note is entered in their profile regarding their level of education. This information can easily be accessed by Access coordinating staff to help in deciding which available interpreter is most qualified. The RID CMP provides a system for professional interpreters to continue expanding their education by attending workshops and trainings. Many of these events center on the educational setting and are based on topics related to interpreting in college level courses and related activities. By attending these workshops and trainings, interpreters are introduced to specific vocabulary and technical information that is encountered in the settings applicable to this RFP.

III. Experience - An interpreter’s background and experience can play an important role in determining their qualification for an assignment. One or both of the interpreter’s parents may have been Deaf, meaning that ASL is the interpreter’s native language. The interpreter may have prior experience working in settings applicable to this RFP. An interpreter may have had prior experience interpreting for a specific Deaf client; in fact, they may even be requested by the Deaf client as a preferred interpreter.

Access provides verification of interpreter certification whenever possible. In some cases, an interpreter may not have received a hard copy of their certification. Typically their current certification status can be verified by contacting the certifying entity. If the interpreter is certified by the Registry of Interpreters for the Deaf (RID), the interpreter’s current RID membership card can be used as an acceptable form of verification regarding their certification status. The interpreter may have received a letter indicating their certification rather than an actual copy of the certificate; this letter would serve as an acceptable substitute to verify their certification. In addition, an interpreter’s current RID certification status can be verified directly from the RID website at the following link: https://www.rid.org/acct-app/index.cfm?action=search.members In addition to RID certification, interpreters provided by Access will be licensed by the Arizona Commission for the Deaf and Hard of Hearing in either the category of “General” or “Legal.” According to the commission’s website, the mission of the commission is to “empower Deaf, Deaf-Blind and Hard of Hearing individuals by providing general information, services, and educating the community, about their rights to effective communication and equal access to public programs and services.” The law establishing licensure; A.R.S. 36-1946, was passed by the Arizona State Legislature in 2000. It is designed to create a statewide standard for sign language interpreters. State licensing serves as an additional layer of assurance to ensure your students and other Deaf or Hard of Hearing individuals associated with your schools are receiving qualified interpreting services. In order to maintain their state license, interpreters are required to complete a minimum number of continuing education hours in order to maintain their license. General licensed interpreters (nationally certified but not legal) need eight hours annually; Provisional licensed interpreters (not nationally certified and are

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required to work with a General or Legal licensed interpreter) need 12 hours; and Legal interpreters need six hours. Access encourages interpreters to exceed minimum continuing education requirements for professional development. The agency recently sponsored a three-day Arizona RID State conference in September 2012 and hosts events to provide opportunities for interpreters to network and build professional relationships. Access administrative personnel continually monitor the state license registry to ensure interpreters utilized by our agency are meeting the requirements and remaining in compliance with the State's licensure rules. Access may further involve an interpreter in a specific program to support their professional ability. One such program that has been employed in the past is an annual Professional Development Plan, designed to focus on a specific area of interpreting skill or ethical development. An administrator is assigned to work with the interpreter in selecting, establishing, and implementing a personalized plan; which may include classroom coursework, workshop trainings, bookwork, working with a mentor, or some other form of professional development. Another way individual interpreters can be supported is by our in-house mentoring program, where one interpreter is assigned to work with a more experienced individual in order to receive specific feedback and recommendations aimed at skill-development. If specific feedback is received regarding the professional or courteous behavior of an individual, this information is passed on to this person to commend and positively reinforce this behavior. This ensures that our customers continue to receive the high quality of service for which Access is known.

7.7 Describe how your company ensures cultural sensitivity when making assignments. In order to ensure cultural sensitivity, Access utilizes interpreters from a variety of cultural backgrounds. By using Gridcheck, our coordinating staff has the ability to track specific client preferences and will honor these preferences whenever possible. In addition, the system can track the experience and background of our interpreters which is useful in matching interpreters to certain situations. Access encourages its interpreters to collaborate with other participants as a team and a member of our coordinating is always available in case an interpreter needs immediate guidance in handling a situation. For example, in one situation the sign language interpreter provided by Access was able to work closely with a local Native American interpreter in a Native American-dominant setting. The local interpreter shared customs and local signs used with the Access interpreter. This success of this collaboration can be attributed to the training and attitude of the Access interpreter in working with individuals from different backgrounds. Access is highly regarded and well-respected in the Deaf community. Deaf clients will often request interpreters specifically from Access. There are several reasons why this is the case. Interpreters provided by Access are known for their skill and professionalism, so Deaf clients trust Access interpreters to be accurate and ethical. Access is an organizational member of Arizona Registry of Interpreters for the Deaf (ArizonaRID) and supports the high-level of professionalism outlined for interpreters by these organizations. Access is a key supporter of the Deaf community and often sponsors community events and organizations on the local level. On a routine basis, our administrative staff seeks out and reviews new opportunities for Access to offer community support. The agency honors the tenets of RID by offering pro-bono services in appropriate situations. If possible, a representative of our agency is often present at community events, which provide a wonderful opportunity to connect with Deaf or Hard of Hearing individuals, their families, and others who attend these events. Access is proud to be involved and happy to have the ability to support student success, not only while they are in school but afterwards as well.

Access collects feedback via email from clients and interpreters after services are rendered. This method of feedback provides our coordinating staff to identify any cultural misunderstandings or areas of improvement. Interpreters have the opportunity to share specific information which could potentially help in providing successful interpreting services in the future. A respectful and flexible approach toward our customers and clients is the foundation of our business.

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7.8 Describe your ability to successfully provide and/or comply with all of the items listed in Section 5 Scope of Work. The Access administrative team is comprised of five individuals: Clifford Hanks (President), Angela Jones (Vice-President), Suzy Medina (Customer Service Director), Naomi Sheneman (Kaizen Director), and Cody Firks (Administrative Specialist). Services are directly coordinated by three support personnel: Lindsey Udy (Executive Assistant/Contracts Manager), Shawn Jensen (Office Manager/Scheduling Administrator), and Loralee Boden (Scheduling Associate). Members of the administrative team, one of whom is Deaf, include practiced, certified sign language interpreters who understand the unique requirements that exist within the specialized arena of post-secondary education. Together, these individuals have nearly fifty years of combined experience in coordinating and providing sign language interpreting services. Our competent administrative and support staff are experienced in the use of computer software, cutting-edge technology, and the latest communication devices. Access interpreting personnel consists of freelance interpreters, who act as independent contractors. Access serves as a coordinator for their services. Statewide, 124 freelance interpreters are registered in our system, of which one hundred qualify for the work according to the requirements of the RFP. The administrative and support team work together with freelance interpreters and other service providers to follow internal policies and procedures as well as requirements set forth by our customers. By working together, Access ensures that our service remains consistent. (NOTE: A complete roster of interpreters who qualify for the work according to this RFP that are available through Access is provided at the end of this response for your review.) An important feature that distinguishes Access from other agencies is that a member of our coordinating staff is available 24 hours a day/7 days a week – guaranteeing that requests submitted by MCCCD will be handled in a timely and efficient manner. Access appreciates that response time is key when filling service requests and is committed to providing exemplary customer service. Requesters can easily submit requests through an electronic version of our Interpreter Request Form that is found at our website. Requests submitted through the website are entered directly into Gridcheck. When a request is submitted using this format, a message is sent to the main email inbox alerting the support staff of the request. In addition, requests can be submitted by email, over the phone, or by fax. Our support staff is ready to adapt in order to serve you in the best way possible. In the event a live person does not answer a phone call, an advanced voicemail system will transmit any message left via email, ensuring that your message will receive a timely response. Throughout the day, coordinating staff members will communicate through a “pass-down” email with the next shift person so that they are apprised of any pending requests or service needs. Typically, such communication occurs at least twice a day on weekdays (once in the morning and once in the evening) and once daily during the weekend. From time-to-time, an administrator may monitor office communication or be assigned to directly handle a certain request in order to ensure that the customer’s expectations are not only being met but are exceeded. All interpreters provided by Access to MCCCD will hold current certification administered by the Registry of Interpreters for the Deaf (RID) and will be licensed by the Arizona Council for the Deaf and Hard of Hearing (ACDHH) as either a “Generalist” or “Legal” interpreter. By holding certification and being licensed, the interpreter has demonstrated competency in American Sign Language (ASL) and English as well as their ability to interpret between the two languages. As certified interpreters, these persons are highly qualified and professional service providers who are familiar with the unique needs of the Deaf and Hard of Hearing population. The mode of communication for signing individuals spans a wide spectrum; many communicate using ASL, others use Manually Coded English, Conceptually Accurate Signed English (CASE) or Pidgin Signed English (PSE), or one of several other tactile methods of communication. Interpreters provided by Access shall have the ability to use ASL, PSE, and MCE with adequate English syntax, grammar and semantics sufficient to render interpretations for all situations related to the scope of work as outlined in this RFP. Access is also able to provide trilingual interpreters, persons qualified to interpret between English, Spanish, and ASL, for Spanish-speaking consumers. Regardless of the mode of sign language used, Access interpreters are skilled at matching specific language needs. Access interpreters have experience interpreting in various settings encountered in the post-secondary field and are thus sensitive to the unique vernacular and circumstances encountered while interpreting in this unique setting.

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Interpreters provided by Access will maintain complete confidentiality regarding any and all information being interpreted as well as transliterated. They will convey and disseminate all information in a timely manner, using the language most readily understood within each interpretive setting. Interpreters will not counsel, advise, or interject personal opinion into any aspect of interpretive or translation event.

7.9 Describe any other qualities, qualifications, and/or examples that further demonstrate your abilities to provide the services requested in the RFP. Gridcheck, our proprietary online scheduling management system, serves as the platform for our service delivery. The system assures quality control with an array of online scheduling and management services which Access employs to manage your interpreting services in a superior way when compared to other agencies. The system is user-friendly and comprehensive; designed to adapt to the preferences and circumstances of our customers. Requests can be entered manually by our coordinating staff or directly by our customers using the electronic version of our request form which is found on our website. If a customer has representatives they would prefer to be more involved in the request process, such as on-site staff coordinator, then an individual can be granted user-access which will give them direct oversight of certain aspects of Gridcheck. The program is remote and can be accessed online at any time of day. The system is designed to alert our coordinating staff of any time-sensitive requests or those needing attention, which is key to providing emergency services or interpreters for last-minute requests. A special section found on the home page lists any jobs occurring over the next 72 hours that have not been covered. Another section on the home page specifically lists any new requests that have been received. If a specific job needs attention, it can be designated to appear in a special section of the home page for efficient follow-up. Various databases within Gridcheck equip our coordinators to select and assign the most qualified and appropriate interpreter for a given appointment. For example, records are maintained within the system for each customer, interpreter, and Deaf client. The system is able to cross-reference information from these records so that specific information can be taken into consideration when selecting an interpreter for an assignment. Details maintained by Gridcheck are used to ensure consistent interpreting services by maintaining a history of assignments so the same interpreter is assigned to an ongoing or series of appointments. A customer record is created to manage the requests for that customer. A particular customer can have the option of having one or more customer records to handle their requests. Large organizations may benefit from having a single customer record or several which can be assigned to specific person or location within that organization. In the event MCCCD has specific requirements or special terms, they can be identified within the customer record and taken into consideration when assigning interpreters. The customer record is set with the agreed rate and terms for service, ensuring that you are billed accurately and that invoices are sent in the preferred format (i.e. hard copy, fax, email) and to the appropriate representative to be processed. An interpreter profile is created and maintained for each interpreter registered with the agency. This profile tracks relevant information to their qualifications, such as education, certification, availability, and other information that is deemed necessary. For example, perhaps a contract requires interpreters to have certain training or meet minimum health requirements, such as vaccinations, Tuberculosis test results, or other screenings. The interpreter’s profile is used to manage this information. If an interpreter appears to have missing or outdated information, a reminder is sent to this person to update their profile. The interpreter’s profile can be marked in such a way that restricts from being considered for a job if they do not meet the customer’s minimum requirements. This assures our customers that Access will adhere to any and all contract requirements. A profile is also maintained for Deaf clients, allowing our coordinators to track certain data, such as interpreter preferences and unique language or interpreting needs. For example, if a Deaf client has one or more preferred interpreters, the system will identify these individuals for our coordinators from the list of available interpreters. Some clients we serve may have additional items to be taken into consideration when assigning interpreters, such as low-vision or trilingual needs. Gridcheck is able to provide this detailed information while at the same time protecting the client’s confidentiality and staying compliant with Federal, State, and local privacy laws as well as HIPAA. By organizing information in this way, various reports can be compiled to provide comprehensive data on the services provided to a particular customer. Reports are

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generated in a .csv format and can be customized to capture and review specific information according to customer preference. Another key feature of Gridcheck which supports customer satisfaction is the proactive feedback system. If possible, an email query is sent at the end of each assignment asking the different participants, including the requester, interpreter(s), and Deaf client, for their feedback on their experience. The feedback is collected using a simple positive/negative platform and also allows the participant to express comments or concerns using a general comment field. Any concerns or complaints are handled in a professional and respectful way. This platform allows for a non-confrontational way for individuals to express themselves without feeling uncomfortable or pressured to report favorably if they are unsatisfied. Our administrative team regularly reviews feedback and reports generated by Gridcheck; information gathered from feedback and reports is shared then with relevant parties to maintain quality assurance in the service provided by Access. In the rare occurrence a complaint or grievance is communicated, a member of the Access support staff will immediately attempt to resolve the situation to the customer’s satisfaction. Often, matters are resolved through open and clear communication. Sometimes, an interpreter may not be a good fit for a particular client or situation. In the event an interpreter is found to not be a good match, the support staff is authorized to substitute this person with another interpreter who is a better fit. In the event the initial Access representative is unable to resolve the grievance in a satisfactory way, a member of the Access administrative team, typically Angela Jones (Vice-President) will review the matter. Members of the administrative team have the authority and are experienced in providing resolution; therefore most complaints and grievances are typically resolved under their care. The administrator assigned may review the matter in an appropriate way with other individuals involved in the matter to ensure that all perspectives are considered. In the event a satisfactory resolution cannot be achieved, the matter will then be brought to the attention of Clifford Hanks, the President of Access, who would work directly with the customer’s representative to achieve a mutually acceptable resolution. If it is determined that it would be better for a particular interpreter to not be used again for a customer or client, the interpreter’s Gridcheck profile can be marked in such a way that they would be filtered out of any future requests.

Another valuable feature of Access is our support program for after-hours requests and emergencies. This program was established to address the needs of customers who may require emergency services or encounter last-minute requests. Through this program, customers are provided with a dedicated email address (stat@apinterpreting.com) and phone extension (Ext. 4) to alert Access of their need. A member of our support staff is designated on-call to monitor any customer needs that may occur outside of normal business hours. Customers have the confidence that they will receive a response 24 hours a day, 365 days a year.

CART Services Access is able to provide on-site and remote real-time captioning services. These services are sometimes referred to as speech to text, Typewell, or Communication Access Real-time Translation, or CART. Our providers are highly-skilled and qualified transcribers (or real-time “writers”) for individuals preferring this mode of accommodation. Our transcribers have worked with clients in a variety of settings, including governmental entities, healthcare environments, technical organizations and K-12 and post-secondary educational campuses. Persons utilized for these services are either independent contractors coordinated directly by our agency or are provided through partner agencies. Our personnel are aware of and sensitive to the confidential nature of their services, including respect of all clients and the professional conduct and level of responsibility expected in the industry. Access transcribers have experience with the most up-to-date technological resources, which are continually evolving with the newest versions of applications and equipment offered in the industry. These resources include speech recognition as well as stenographic methods of recording the spoken word. When services are provided on-site, Access transcribers will provide the necessary equipment to successfully deliver the service for the client. The transcriber will typically provide a laptop or tablet device which the client will use to view the written text, which is connected to the transcriber via a wireless connection. If a wireless connection is not possible, the device may also be connected via a hardwire connection, which may require the transcriber to be

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positioned in close proximity to the client. The customer will be responsible for providing a power source for the transcriber’s equipment. If remote captioning services are being utilized, the customer will be responsible to provide a computer equipped with a microphone and high-speed internet connection. In most cases, the remote transcriber will be connected to the client using Skype for the audio feed and Google Docs for the viewable text. Depending on the setting, an external microphone may also be necessary in order to provide an adequate audio feed. In order to ensure a successful delivery of service, Access will typically arrange a test connection with the customer prior to the appointment to verify that the equipment and internet connection are in a satisfactory working order. This will allow for an opportunity to identify and resolve any unanticipated challenges or issues with providing remote services. Whether services are provided on-site or by remote means, an electronic text file of the transcription can be provided via email after the conclusion of the appointment. Access is prepared to provide CART services as needed, whether for a one-time appointment or an extended or ongoing assignment, such as a classroom setting over the course of a semester. For ongoing assignments, our goal is to designate one or two transcribers over the duration of the assignment, with back-up or substitutes available in case of illness or unavailability. In addition to real-time captioning services, post-production captioning and encoding for videos and other media is available upon request. Access accepts media in any format and will deliver captioned files in alternate formats based on the preferences requested. Expedited requests can be handled as needed.

Video-Conferencing Remote Interpreting (VCRI) Video-Conferencing Remote Interpreting (VCRI) is a medium in which interpreting services are provided through visual-media technology, allowing a caller at one location to be connected to an interpreter at another location. MCCCD can take advantage of advances in technology which have made it possible for persons to conveniently access qualified interpreting services even if they are located at separate locations. VCRI provides a solution to the overwhelming need and shortage of available resources while ensuring a high quality of accessibility and service provision. Research has found that VCRI services, when compared to in-person interpreting services, can be equally as useful and beneficial to consumers, with no statistically significant differences in the quality or outcome of service provision. When compared to on-site interpreters, customers often find VCRI is more convenient and flexible and can be accessed at a reduced cost. The system is secure and user-friendly and gives you access to certified and highly-skilled interpreters. All VCRI hardware is to be provided by MCCCD, so no special equipment needs to be purchased or leased from Access. The service is offered with competitive pricing and a flexible rate structure to best meet your circumstance. PLEASE NOTE: VCRI interpreters provided by Access may be individuals not listed on the interpreter roster provided in this response. Since a VCRI interpreter may reside out-of-state, it is possible that they may not be licensed by the Arizona Commission for the Deaf and Hard of Hearing. However, all VCRI interpreters provided by Access will hold national certification with RID. Prior to being activated for work, each interpreter is carefully screened by a member of the Access administrative staff to verify their skill and qualifications. In addition, the interpreter’s equipment and internet connection strength are tested to ensure calls will proceed smoothly and without incident.

Request Process Sign language interpreters and other service providers will be provided by Access according to the following process:

1) Request Submitted by MCCCD Representative. Requesters are encouraged to submit their requests by using the simple electronic form provided at our website, which can be found at the following link: http://www.apinterpreting.com/request-service/. Access coordinating staff is also prepared to process requests received by email, phone, or by fax.

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2) Request Processed by Access Support Staff. Once received, the request will be reviewed to ensure all necessary information is provided. Each request is assigned a specific job number which is then used to track the status of the request. If a single request has multiple dates or is ongoing, the individual appointments will each receive a session number to help identify a specific occurrence. In the event a request is made for a same day appointment, the Access coordinating staff will respond as quickly as possible to ensure that an interpreter or service provider can be provided. Depending on the nature and location of the assignment as well as the availability of interpreters, Access asks the requesters to allow for a reasonable amount of time to respond to the request.

3) Interpreter(s) Assigned. In every instance, schedulers will seek to assign the most qualified interpreter

available. Gridcheck is used by Access coordinating staff to assign each interpreter; providing them with relevant information pertaining to the appointment via an email confirmation including the job number and session number, date, time and duration of the assignment, nature of request, location of assignment, names of individuals involved, the name of any other interpreters assigned, and any other relevant details provided by the requester.

The requester can also be provided with a confirmation of the interpreter assignment. Confirmations are primarily provided via email, but can also be provided over the phone or fax if necessary. Confirmations comply with all Federal, State, and local laws as well as MCCCD policies and procedures related to client confidentiality including the Health Insurance Portability and Accountability Act (HIPAA) of 1996. As such, all information, records, and files received and maintained by Access are kept in accordance with all applicable federal and state laws. The Access coordinating staff will take great care in ensuring that each request is appropriately staffed with qualified interpreters. In some circumstances, more than one interpreter may be necessary and a team of interpreters would be assigned to a request. Team interpreting reduces the risk of injury to the interpreter and enables more effective communication. Typically, team interpreting is utilized when an appointment is expected to have constant communication for more than one hour or if several participants will be involved. When working with Deaf individuals classified as Highly Visually Oriented (HVO), a Deaf Interpreter may be assigned to assist as a team in the interpreting process.

4) Track Status of or Make Changes to a Request. Gridcheck empowers our customers and clients by

keeping them informed and allowing them to track the status of their request. Authorized personnel have the capability of directly accessing the system in order to update or cancel an existing request. In this way, Gridcheck proves to be a valuable resource by reducing the amount of time representatives of MCCCD spend following-up, confirming, and managing requests. Additionally, cancellations can be communicated via email, phone, or fax. A charge for the service may apply if a cancellation is received within the time frame outlined in the terms and conditions of the service agreement.

In the rare event an interpreter is sick or indicates they will not be able to make it to an appointment; the

Access coordinating staff will first attempt to assign a replacement interpreter to ensure there is no interruption of service. In the event a replacement interpreter cannot be located, Access will then notify the requester by phone or email and will continue to communicate with the representative until a replacement interpreter is arranged. In the rare occurrence that a replacement interpreter is not available, as much notice as possible will be provided to the requesting MCCCD representative. Due to unforeseen circumstances, a minimum notice cannot be guaranteed, but Access assures you that all available options will be exhausted before an assignment goes unfilled.

5) Interpreting Services Provided. Interpreters are expected to provide services according to the details

provided by the requester. Access interpreters are known for being flexible and professional. In general, Access interpreters are expected to be on-site and ready to interpret fifteen minutes before a scheduled appointment start time. An interpreter is considered “late” if they are not on-site ready to interpret by the appointment start time. If the interpreter foresees that they may be late to the appointment, they are expected to contact the Access coordinating staff immediately. The Access

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coordinating staff would then contact the requesting MCCCD representative to alert them of the situation. Depending on circumstances, a replacement interpreter may be arranged in order to ensure there is no disruption of service.

In the event an interpreter does not show, a representative of MCCCD should immediately contact

Access. An effort will first be made to contact the missing interpreter to determine the situation. If the interpreter is successfully contacted and expects to arrive within a reasonable amount of time, a member of the Access coordinating staff will communicate an updated estimated time of arrival with the MCCCD representative. If the missing interpreter cannot be reached successfully, the Access coordinating staff will immediately work on finding a replacement interpreter.

6) Invoice Submitted for Services Rendered. Once services have been rendered, Access will submit an

invoice according to the terms and conditions of the service agreement. Invoices are produced using Quickbooks, are easy-to-read, and will include all details necessary for processing of payment. Invoices are produced directly from Gridcheck using the information pertaining to each request therefore assuring the customer that all information is accurate.

7) Customer Satisfaction Assured Through Feedback Process and Complaint Procedure. Customer

care and satisfaction are a priority for Access. Several systems have been put into place demonstrating our proactive approach to ensure we continue to provide customer service of the highest quality. Once services have been rendered, Access coordinating staff uses Gridcheck to generate a survey which can be sent to participants for feedback regarding their experience and satisfaction. This allows for a non-confrontational way for individuals to express themselves without feeling uncomfortable or pressured to report favorably if they are unsatisfied. Our administrative team regularly reviews feedback to determine if any changes can be made to improve the way our services are provided.

The knowledge and experience of our administrative staff, support personnel, and interpreters demonstrates that the agency stands ready to meet the needs of MCCCD. This response is intended to provide a brief yet comprehensive overview of the various systems which have been established demonstrating our proactive approach and personal care to ensure we continue to provide customer service of the highest quality. Customer care and satisfaction are a priority for Access, and we continue to thrive as a result of our dedication to those we serve and our commitment to provide the flexible and professional services for which our agency is known.

Access Professional Interpreting

Sign Language Interpreter

Roster

Last First Last First

Baldwin Alisse NIC AZ State General Masek Gail CSC; SC:L AZ State Legal-A

Bennett Sarah CI/CT AZ State General McClure Sandra NIC; EIPA 3.8 AZ State General

Benton Sarah CI/CT AZ State General McCreery SueAnne NIC; NAD IV AZ State General

Berlanga-Shevchuk Yvonne CI/CT AZ State General McLaws Dustin NIC-M AZ State Legal-A

Bond Vicki CI/CT; NIC-A AZ State General Moats Jaclyn NIC AZ State General

Borich Barbara CI/CT AZ State General Morse Jennifer CI/CT; SC:L AZ State Legal-A

Bove Linda CDI; CLIP-R AZ State Legal-D X Mullenaux Bekki CI AZ State General

Bove, Jr. Michael CI/CT; NIC-A AZ State General Navratil Jobina NIC-A AZ State General

Brennan Jean IC/TC AZ State General Nelson Kirsten CI/CT AZ State Legal-A

Browder Bryanna NIC AZ State General Newquist-Gifford Karen CSC AZ State General

Brown Victor CI/CT AZ State General X Parkes Spencer NIC AZ State General

Brunson Jeremy CI/CT; SC:L AZ State Legal-A Paul Darlene CI/CT AZ State General

Calder Christina NIC-A AZ State General Perry Lisa CI/CT; EIPA 5.0 AZ State General

Calders Megan CI/CT AZ State General Ploederl Amanda CI/CT AZ State General

Creed Audrey CI/CT AZ State General Potter Sondra NIC AZ State General

De Buano Rocco CI/CT AZ State Legal-A X Qualls Theresa NIC AZ State General

Donnel Heather CI/CT; SC:L AZ State Legal-A Rasmussen Amanda NIC AZ State General

Doyle Lynne CI/CT AZ State General Rice Heather NIC AZ State General

Drewek Amy CI/CT; NIC-M AZ State Legal-A Riddick Dianne CI AZ State General

East Melissa NIC AZ State General Rouvier Julia CI/CT; NAD III AZ State General

Esterley Denise CI/CT AZ State General Russell Adam CI/CT AZ State General

Evans Audrey NAD IV AZ State General Sanders Kenneth CI/CT; NIC; NAD III AZ State General

Ewing Heather NIC AZ State General Sanders Shaundra NIC AZ State General

Felix Christina CI/CT AZ State General Satterlee Tom NIC AZ State General

Francom Robert CI/CT AZ State General Saunders Delynn CDI AZ State Legal-D

Friedmann Michael CI AZ State General Schoonderwoerd Michelle CI/CT; NIC-M; EIPA 4.2 AZ State General

Furcini Tara CI/CT; NIC; ED:K-12 AZ State Legal-A Schultz Tommy NIC-A AZ State General

Gabrielson LaDonna CI/CT AZ State General Schulze Andrea CI/CT; SC:L AZ State Legal-A

Gallegos Marie CSC AZ State General Simmons Sara NIC-A AZ State General

Garcia Alicia NIC AZ State General Skinner Jerriann CI/CT AZ State Legal-A

Gilmore Margie CI/CT AZ State Legal-A Smith Leann CI/CT; SC:L AZ State Legal-A

Gomez Annabella NIC AZ State General Solomon Sandra CI/CT AZ State General

Greene Daniel CI/CT; NIC-M AZ State General X Stone Debbie CDI AZ State Legal-D X

Grundman Teresa NIC AZ State General Sweeny Melissa NIC-M AZ State Legal-A

Hansen Chris CI/CT AZ State General Tavormina Marie CI/CT; SC:L AZ State Legal-A

Herbold Shelley CDI AZ State Legal-D X Taylor Amanda NIC AZ State General

Hudgens Jennifer CI/CT; NIC-M AZ State General Vaisey Alyssa CI/CT AZ State General

Hunsaker Cameo NIC AZ State General Van Rixel Jack NIC AZ State General

Jagodzinski Gerard NIC AZ State General Varner Melissa NIC; EIPA AZ State General

Jamsa Kathleen CI AZ State General Volk Cindy CI/CT; NIC AZ State Legal-A

Jones Yvonne NAD IV AZ State General Wade Jessica NIC AZ State General

Kellems Windy CI/CT; NIC-M AZ State Legal-A X Wallace Dave CI/CT AZ State General

Kurtz Lisa Adele NIC AZ State General Walsh-Knueppel Linn CI AZ State General

Lemons Chelsi Jo NIC AZ State General Wasisco Juliann CDI AZ State Legal-D

Lindsay Debbie CI/CT AZ State General Wetzler D. Denise CI/CT; NIC-A; SC:L AZ State Legal-A

Malinka Joanne NIC AZ State General Whitman Kim CI/CT AZ State General X

Mansager Aiken Torrey NIC; EIPA 4.0 AZ State General Williams Elizabeth NIC; EIPA 4.6 AZ State General

Marin Jasmine NIC-A AZ State Legal-A Wilson Holly CI/CT; SC:L AZ State Legal-A

Marks Joy CI/CT; NIC-A; ED:K-12 AZ State General Zehring Sally NIC AZ State General

Marshall Shaunna CI/CT AZ State General Zullo Becky CI/CT; NAD V AZ State General

State License Deaf-Blind TrilingualTrilingualName

CertificationName

Certification State License Deaf-Blind