NYC DSS/HRA/DHS 2024 Language Access Implementation Plan

Implementation and Operations

DSS/HRA/DHS monitors language access implementation through multiple client and program data systems, including WMS, POS, CARES, APSNet, HASAWeb, and CurRent. These systems track client language preferences, and staff are trained to record how language services were provided, including interpreter ID numbers when professional interpreters are used. ORIA monitors vendor performance through interpreter scheduling systems, timesheets, service-use data, translation error review, staff and client complaints, and feedback from program staff, leadership, outreach teams, CBOs, immigrant clients, and the Language Access Working Group. Complaint data from the Agency, 311, nyc.gov, and elected officials is also shared with ORIA to identify and address service gaps across programs.

DSS/HRA/DHS provides language access training developed by ORIA for frontline staff, outreach staff, managers, and supervisors, with incoming staff trained during onboarding and contracted providers offered a similar training. The training covers federal, state, and local language access requirements; agency policies and procedures; how and when to access telephonic, in-person, sign language interpretation, and written translation services; accurate recording of client language preferences; and how to contact ORIA for support with communication challenges. Staff receive annual training through alternating self-paced and virtual trainer-led formats, with completion tracked through OTTS for HRA and HSLC for DHS. ORIA updates the training when policies or procedures change and refreshes scenarios annually to keep the content relevant and practical.

Members of the public can submit language access complaints, questions, or requests through 311, HRA’s One Number, the DHS Ombudsman Unit, the DHS Ombudsman Office, ASL Direct video phone, the HRA/DHS website contact forms, or by emailing ORIA. Complaints received through these channels are directed to the DSS Office of Constituent Services and entered into the Internet Quorum system. Complaints with a language access component are forwarded to ORIA, and when needed to the relevant program area, for resolution. ORIA works with program staff to address language service concerns, reinforce staff language access duties, and resolve any related case issues. Complaints received at walk-in or residential locations are managed by the site leadership team.

The plan describes a large-scale language access operating model embedded into DSS/HRA/DHS service delivery, especially for public benefits, shelter, and social services. Key features include multilingual self-service check-in kiosks at HRA SNAP and Benefits Access Centers that generate tickets, capture or flag client language preference, notify clients of free language services, and issue a Notice of Free Interpretation Services; multilingual posters and welcome signage across walk-in locations; staff support when clients cannot use kiosks; language identification cards and poster-based language selection tools; 24/7 telephonic interpretation for staff and contracted providers; in-person interpretation at DHS intake sites, shelters, selected benefits locations, public hearings, and community meetings; ASL Direct, video sign language interpretation, in-person ASL appointments, and Certified Deaf Interpreter support; translated client-facing forms, notices, brochures, websites, and digital platforms; translation of client-submitted eligibility documents; plain language review before translation; multilingual outreach materials; emergency language access coordination with ORIA, DSS Emergency Management, NYCEM, and MOIA; and centralized ORIA oversight of language services, vendor performance, translation quality, staff support, and service gaps.

DSS/HRA/DHS serves clients across a highly multilingual service environment. The plan notes that HRA clients speak more than 100 languages, while DHS residents speak 47 languages. Interpretation is available in 250+ languages, including telephonic, in-person, video, and sign language interpretation. Written translations are provided in NYC’s Local Law 30 languages, Arabic, Bengali, Chinese, French, Haitian Creole, Korean, Polish, Russian, Spanish, and Urdu, which the agency states represent 99% of clients who prefer to communicate in a language other than English.