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