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:w j CITY OF SANTA ANA i. Non-Emergency Interpretation Services: Consultant shall provide details regarding available coordination options for scheduling of interpretation services with the City. ii. Emergency Interpretation Services: Consultant shall provide their shortest possible response times and list any conditions for response (e.g., within 30 minutes, 1 hour, etc. for certain languages). iii. If requested by City for certain projects, native speaking translators shall be provided. 4. Interpreters must demonstrate proficiency in both English and the other language, as well as accurately communicate specialized terms or concepts as they relate to regional planning and transportation. 5. Consultant shall provide for each translation assignment at least one qualified translator. 6. Consultant shall provide all items listed below to provide services as specified herein: • labor; • personnel, • equipment, materials, tools, and supplies; • postage and/or delivery charges; • transportation; • insurance; and • applicable licenses, permits, and certifications 7. Consultant shall assign a primary contact for all assignments under the City's Contract. Primary contact or designee must be available to respond to communications from City staff Monday through Friday, during regular Business Hours, 7:30 AM to 5:30 PM PST. Additionally, contact information for urgent and after-hours requests must be provided. Holidays and times outside of Business Hours are considered after-hours. 8. Consultant shall provide the list of languages and the time frame which they can guarantee an interpreter will be made available for the work. 9. City has the right to affirm and/or decline the usage of a particular interpreter. 10. Consultant shall provide training, assessment, and ongoing monitoring of interpreters' understanding and compliance with standard interpreter protocols and ethical practices. 11. Consultant shall ensure through training, assessment, and ongoing performance monitoring that interpreters have the ability to anticipate and recognize misunderstandings arising from the differing cultural assumptions and expectations, or regional language differences and dialects, and that interpreters have training to respond to such issues appropriately, including criteria for recusal. 12. Consultant shall ensure that during the interpretation sessions, interpreters only respond in the first person, maintain accuracy at all times, and avoid omission or embellishment of the source message. The accuracy of translation, interpretation, and closed captioning services shall be the sole responsibility of the Consultant; however, the City reserves the right to evaluate and monitor accuracy of services provided. 13. Consultant staff shall maintain and ensure confidentiality of all discussions, documents, and various file formats provided to and received from City Departments and any other non-public RFP 24-022A City of Santa Ana Page 23 of 51