The final piece of language access implementation is monitoring and evaluating language access services. Services need to be tested, and assessment of services can provide valuable feedback for improvement. Services also need to be documented in order to demonstrate that agencies are, indeed, providing these services. As language access is federally mandated, the City could be audited for language access at any time. In the event of such an audit, language access data would provide demonstrable evidence that language access is happening in Baltimore City.

Service Request Process for Feedback

The Mayor’s Office of Immigrant Affairs created a 311 service request to provide feedback about language access issues or successes. An LEP constituent or a representative can call 311 to let the City know how we’re doing in terms of providing language assistance.

The feedback process follows the path detailed as follows:

1. An impacted resident or representative calls 311 to provide feedback about the quality of language assistance provided by an agency.
2. 311 creates a service request that MIMA can access. After reviewing the feedback, MIMA contacts the constituent to acknowledge that feedback was received and to inform them that any necessary resolution will occur within 30 business days.
3. MIMA follows up with the agency to investigate the incident and makes recommendations for corrective action.
4. The agency is given 15 business days to rectify the issues and report back to MIMA.
5. MIMA informs the constituent about the outcome of the investigation & closes the service request.

Secret Shopping

“Secret shopping,” or unscheduled attempts by bilingual MIMA staff or volunteer community members to access services in another language, is one method to ensure high-quality language access services. A bilingual secret shopper attempts to access a service in another language and then provides feedback about the experience.
For instance, a French speaker could call a call center where MIMA has previously trained staff. The French speaker would provide feedback to MIMA about the interaction.

Annual Implementation Reports

Agencies are required to compile and submit language access implementation reports to MIMA. These reports help MIMA track the progress of language access for each agency and make recommendations if necessary. MIMA provides a reporting template to Language Access Liaisons as part of their training.

Data Collection

Quality data collection is a great way to demonstrate that your agency is making a concerted effort to serve speakers of other languages. Below you will find some examples of easy ways to integrate data collection to support your language access efforts:

• Most call centers keep records of calls. Add an option for call center operators to check that they used telephonic interpretation and an option (drop-down menu or text box) to include the language.
   
• Sometimes speakers of other languages get assistance to complete applications. Include an option on applications that allows applicants to indicate if they would prefer to receive future communications in another language. If someone needs to call the applicant, they can call a telephonic interpreter before calling the applicant, and your agency will have a record that you served a speaker of another language.